Every day is a job interview…

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”

Kevin Stirtz

I’ve long believed that you have to treat every day as a job interview.  You have to show up and put your very best foot forward.  This absolutely applies when thinking about how you approach your customers.  Every interaction and touchpoint is an opportunity to build a relationship that lasts and keeps them coming back for more.

There is a reason that companies like Chick Fil A, Publix, and Apple are so successful.  They understand this mantra and even when they don’t get it right (and no company gets it right all the time) they take steps to fix the situation.  These companies all have a culture of putting the customer experience first and building what they do around the experience they want to deliver.  It works and they make it a priority down to the smallest details.

By the way, customers don’t have to be the people or companies that you sell products and services to.  It could be the people that you work for and serve in your organization. As a leader it could be the people on your team…  You do want them coming back don’t you?

If you think about every customer experience as a job interview how would it change what you do today?

 

 

Time wasted = life wasted…

“The longer you wait, the harder it is to produce outstanding customer service.”

William H. Davidow

All we have is time.  Time is more valuable than money because no matter what, you can’t buy more of it.  Time wasted is life wasted.

As a customer when does waiting longer for something make it better?  I can’t think of one time where I, as a customer, wanted to wait longer for something than absolutely necessary.  In fact, and especially in today’s world, we should live by the mantra, “when in doubt do it faster.”  Sure, there are experiences where time isn’t a primary concern, such as a great meal at a phenomenal restaurant.  But the minute the time spent is no longer valuable to the customer, it is wasted.  The great meal becomes burdensome if you have to wait for your food longer than you should or if your drink glass sits empty.

Companies that get it right make the customer’s time their top priority.  Starbucks, Chick-Fil-A, Amazon, Apple, etc. They make it easy to do business with them because they know that they are simply enabling something that I, as the customer, desire to accomplish.  The longer it takes, the harder it is for them to serve my need.  They get that customers are trusting them with their most valuable asset, their time, and they do everything they can to make that time spent worthwhile.

So if an experience takes longer than it should, given that a customer will never be able to get that time back, we are failing our customer.  Period.  Find a way to do it faster.  If you don’t someone else will and do you really want your customer experience to be known as a “life wasting experience?”

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