Humanizing
1:
Regardless of your industry, there is one humanizing system you’re going to need to track: Changes in the level of your customer’s happiness over the length of her interaction with you.
How you track this will depend on the role time plays in your business—how long your product or service takes to deliver, and how long until a customer (hopefully) reorders.
One of the simplest customer happiness tracking systems is used at Patrick O’Connell’s acclaimed Inn at Little Washington. Each server discreetly notes the level of guest happiness at the beginning of a meal, from 1 to 10. The goal of all who work there is to then bring the mood of the guests up to at least a 9 before they hit the limo for the ride home.
2:
Principle 2 to assist an upset customer:
Transform yourself into Leonardo’s italian mama:
“Oh my darling, look at what happened. Oh you skinned your knee on that walkway, my little bambino; do let me kiss your ouchie. Let’s watch a little TV. Oh, and here’s some ice cream for you while I disinfect that awful wound!”
The reaction to complaints in conventional companies is nothing like that. It’s:
“Let’s sort out the facts of the situation. What was the angle of the cement sidewalk at time of impact, and were you wearing proper protective clothing per the user’s manual at the time your knee impacted the walkway?”
And:
“Were you exceeding the sidewalk speed limit?”
3:
Customers who’ve had an issue that was resolved effectively became more loyal than those who experienced trouble-free service! Why? Because until a problem occurs, the customer doesn’t get to see us strut/parade our service.
Link til rapporten fra ChangeIt
Regardless of your industry, there is one humanizing system you’re going to need to track: Changes in the level of your customer’s happiness over the length of her interaction with you.
How you track this will depend on the role time plays in your business—how long your product or service takes to deliver, and how long until a customer (hopefully) reorders.
One of the simplest customer happiness tracking systems is used at Patrick O’Connell’s acclaimed Inn at Little Washington. Each server discreetly notes the level of guest happiness at the beginning of a meal, from 1 to 10. The goal of all who work there is to then bring the mood of the guests up to at least a 9 before they hit the limo for the ride home.
2:
Principle 2 to assist an upset customer:
Transform yourself into Leonardo’s italian mama:
“Oh my darling, look at what happened. Oh you skinned your knee on that walkway, my little bambino; do let me kiss your ouchie. Let’s watch a little TV. Oh, and here’s some ice cream for you while I disinfect that awful wound!”
The reaction to complaints in conventional companies is nothing like that. It’s:
“Let’s sort out the facts of the situation. What was the angle of the cement sidewalk at time of impact, and were you wearing proper protective clothing per the user’s manual at the time your knee impacted the walkway?”
And:
“Were you exceeding the sidewalk speed limit?”
3:
Customers who’ve had an issue that was resolved effectively became more loyal than those who experienced trouble-free service! Why? Because until a problem occurs, the customer doesn’t get to see us strut/parade our service.
Link til rapporten fra ChangeIt
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