Dunvegan Blog

Customer Experience Tip #28

Trust your instincts.

If you feel your customer is not happy with your service or the way you have resolved an issue, you are probably right.

Investigate with your customer. Make sure you aren’t jeopardizing their loyalty by ignoring the situation.

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Customer Experience Tip #27

A personal touch.

Keep a list handy of your customers. Take notes of their likes, dislikes and business information you have gathered during the course of your relationship. Send them a personalized card to celebrate milestones in their business.

A “Thank You” for your business goes a long way to building and maintaining a long term relationship.

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Customer Experience Tip #26

Ask.

Don’t be afraid to ask your customers for a referral after you have built a relationship of mutual trust and respect.

Be sure to build the relationship first!

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Customer Experience Tip #25

Follow up.

Take every opportunity to follow up with your customers and ask them about their experience with you.

Be prepared to spend some time to answer their questions and resolve issues, concerns or problems should they arise.

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Customer Experience Tip #24

Honesty and integrity.

Make these values a priority in your organization. Your business depends on it.

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Customer Experience Tip #23

A voice at the end of the line.

The phone line that is. Make sure your customers can reach a real person quickly and easily when they need to.

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Customer Experience Tip #22

Everyone makes mistakes.

Humans are fallible. If you make a mistake take ownership of it immediately, and make sure your customer receives the appropriate action to rectify any problems or concerns your mistake has or may cause.

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Customer Experience Tip #21

Help your customer find what they are looking for.

Don’t just point in the general direction of the item or tell them which aisle it’s in; accompany your customer to the correct area. Then offer your help as they make their selection.

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Customer Experience Tip #20

Change your perspective so you can see what lies in front of you.

Routinely change how you view your organization and the way your customers are being treated. Look at things from your customers’ perspective. Make changes as necessary to your customer service policies and procedures.

Don’t forget to share your findings and your changes with the appropriate personnel in your organization!

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Customer Experience Tip #19

Make your customer “want” to stay with you.

Provide exceptional customer service.

A customer that wants to stay with you is much more valuable than a customer who feels “caught” or “trapped” into doing business with you.

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