Dunvegan Blog

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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Customer Experience Tip #8

Don’t be stingy.

When something goes wrong – and it inevitably will – fix it! Focus on resolving the issue to the customers’ complete satisfaction (rather than your replacement costs). And then go a little further – make it worth the customers’ effort to let you know about the problem.

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Customer Experience Tip #7

Tell stories.

Facts tell but stories sell!

When you share your own experience or another customers’ experience with a certain product or service, you build credibility and strengthen the bond with your customers.

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Customer Experience Tip #6

Serve them.

This goes beyond taking their money at the check-out counter or transferring their call.

Service is an attitude and an appreciation that puts you into the service mode. Provide your best advice compassionately, and with a smile!

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Customer Experience Tip #5

Say thank you and mean it!

Again, show you care and look ‘em in the eye. When you say this over your shoulder or with one eye on the next customer, you diminish the customer’s perception of their importance.

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Customer Experience Tip #4

Give first.

Be generous. Give the customer your full attention. Smile! Welcome them to your office or your store.

Little things do matter. Take their coat – offer a beverage – especially at your store – remember, shopping is a strenuous business!

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