Since mosquitoes and not elephants bite us, it is the little things all added together that create the one big thing that is the customer experience. The best thing about these little tweaks is that they are as good for the service provider as they are for the customer. In fact, using them daily raises the energetic resonance for everyone involved. Here are a dozen. Please write me with some of yours.
- Switch: “Have” to “Happy”
- Switch: “But” or “However” to “And”
- Don’t start a sentence with “Unfortunately…”
- Say: “If you could please…” instead of “You’ll have to…”
- Raising your eyebrows on the phone immediately raises your voice to a more enthusiastic tone
- Use an open hand instead of pointing
- When putting an x on a map, instead of saying You are here say WE are here.
- When walking a customer to a destination, never have them follow you. Instead, walk side by side.
- When calling someone without an appointment, always ask, Is this a good time for you?
- After receiving a request, paraphrase it and then ask, Did I miss anything?
- Use time of day greetings such as Good Morning, Good Afternoon and Good Evening. (Saying words with a high energetic resonance are powerful mood-altering tools.)
- If you know someone’s name, use it!
