Today, your customers will ask questions.  Some questions will be in person, others in an e-mail or over the phone, and many questions through “chat” or on social media. 

Rest assured, your customers will ask questions.  Lots of questions!

I don’t think they will ask you how long or hard you worked yesterday.  I don’t think your customers will ask you if you work standing up, sitting down, or time spent in meetings or online.  I don’t think your customers will ask whether you work at a resort, an office, or work remotely.  

Your customers will ask you to meet their needs and exceed their expectations.  Your customers will ask you to be faster, cheaper, and deliver better quality.  Your customers will ask you to listen, observe, and innovate.  Your customers will ask you to be friendly, helpful, and responsive. 

Rest assured, your customers will ask questions.  Lots of questions!

Today, reflect on the questions asked the most, imagine yourself as your customer, and think of what questions you would ask.  Then, spend time today practicing asking questions and providing the answers.

Service excellence is measured by providing timely solutions to your customer’s needs, wants, and expectations.  Customer expectations are found in the questions they ask.  Meeting or exceeding customer expectations results in customer happiness, delight, and loyalty.  Conversely, falling below customer expectations results in disappointment, confusion, and customer pain. 

Rest assured, your customers will ask questions.  Lots of questions!

Are you ready?

Until Next Friday,    

Photo by Edwin Andrade on Unsplash