Dunvegan Blog

Customer Experience Tip #18

The customer comes first.

Excuse yourself from a conversation that can be concluded later.

If you can’t immediately move to the customer, make sure you make eye contact so your customer knows you have acknowledged their presence.

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Customer Experience Tip #17

Make customers feel welcome when they visit.

Offer a chair, a beverage, a newspaper or magazine. If the customer comes early, or does not have a confirmed appointment, that would be the only time for them to wait to speak to you.

Early or not, you must still make them feel welcome.

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Customer Experience Tip #16

Partner with your customers.

When your customers feel they are important, and that they have as much stake in your business as you do in theirs, your relationship will acquire longevity.

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Customer Experience Tip #15

Never talk negatively about your customers or anyone.

Keep those thoughts to yourself. Remember, there are only 6 degrees of separation between people, and the person who overhears your comments may know who you are speaking about.

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Customer Experience Tip #14

Always speak to your customer as an equal.

Never “talk down” to a customer; after all, no matter what their background or education is, your customer has made a very intelligent choice in working with YOU.

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Customer Experience Tip #13

Be creative.

Your customers deserve an individual approach – no one resolution will be exactly right for all customers.

Hone your problem solving skills, but make sure you are adaptable enough to meet individual customer care needs. If you don’t have the answer, find it.

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Customer Experience Tip #12

Build a relationship.

If you want your customers to return, you need to allow them to get to know and like you first. Then build their trust. Customers enjoy dealing with someone they know, like, and trust. You will receive their respect, and their referrals.

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Customer Experience Tip #11

Be honest!

Don’t offer products or services to your customers because it creates the best sale, offer the product or service that best fits the individual customer.

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Customer Experience Tip #10

Respect you customers’ home or workplace.

If you business makes deliveries to your customers, be sure that your delivery personnel are trained to remove wet/muddy footwear (or provide booties that go on over their footwear) to protect the customers’ home or workplace.

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Customer Experience Tip #9

Give your best customers the best deal.

Too often companies appear to take their long term, loyal customers, for granted.

When a long term customer finds out that someone they referred to your company got a better deal than the ambassador did, expect a discontented customer.

If the new customer gets a special trial offer – extend that same offer to the customer who referred them as a reward.

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