Customer Service Experience: NEW Vision Center FINAL REPORT
This blog will serve as the final report of the vision center experience.
Compiled Results (starting with the first visit to the last visit):
Obviously my first satisfying visit was never duplicated. My satisfaction became disgust, annoyance, and frustration. Your customers should never move to the level of negative emotions. A customer should only feel dissatisfied up to when they come back to complain about a poor product or service. After they complain to your company, that dissatisfaction should turn into satisfaction before they leave. Make sure proactive steps are in place to handle unhappy customers.
Service was never consistent. A disappointing array of service throughout the experience. Now looking back, those "7" ratings were generous. Nothing is more important than service especially with a faulty product. How a customer is handled is the most important factor in retaining that customer. Products can sometimes have a mind of their own and cannot be controlled. What can be controlled is the service a customer receives when he or she complains about the faulty product. It is how you handle this situation that will determine your true character as a company. It is important for your front line employees to have the power to satisfy each customer every time in a very prompt fashion.
Meeting expectations is crucial for repeat business. In most cases, people have low expectations when they enter or agree to a business transaction. First and foremost your customers expectations should be met and occasionally exceeded.
The most powerful, least expensive, and most effective method of advertising is word of mouth advertising. Conversely, nothing will deter a customer away from your business faster than a poor review from a friend or colleague. Word of mouth advertising happens when a customer has a wonderful experience. What are you doing to provide a great experience for your customers?
Most of my responses here were N/A because I was not buying anything at the time of my additional visits. This is an important topic though. A customer will buy from you more often if you are providing them more than they pay for. That "more" is usually great service and a great experience! Since your normal products (food, clothing, furniture, etc) can be bought anywhere, it is important that you are separating yourself from everyone else. To do this you must give your customers more than they expect and really "wow" them with your generosity.
The ultimate goal with your business is to attract repeat customers. A repeat customer is a cheap way to gain new customers. Every time a repeat customer comes back to your business, you should consider those individuals as new customers. A "repeat customer" can easily go to your competitors instead of your company, not so repeat anymore. The point here is to treat familiar faces with the same, or even more, dedication you would with a brand new customer. Embrace repeat customers as very valuable, because they are!
I hope you enjoyed the vision center journey. More experiences will be coming, hopefully more pleasant tales.
Thanks!
Koji Consulting
Compiled Results (starting with the first visit to the last visit):
- What was my satisfaction level:
Obviously my first satisfying visit was never duplicated. My satisfaction became disgust, annoyance, and frustration. Your customers should never move to the level of negative emotions. A customer should only feel dissatisfied up to when they come back to complain about a poor product or service. After they complain to your company, that dissatisfaction should turn into satisfaction before they leave. Make sure proactive steps are in place to handle unhappy customers.
- Overall Service Rating:
Service was never consistent. A disappointing array of service throughout the experience. Now looking back, those "7" ratings were generous. Nothing is more important than service especially with a faulty product. How a customer is handled is the most important factor in retaining that customer. Products can sometimes have a mind of their own and cannot be controlled. What can be controlled is the service a customer receives when he or she complains about the faulty product. It is how you handle this situation that will determine your true character as a company. It is important for your front line employees to have the power to satisfy each customer every time in a very prompt fashion.
- Were my expectations: not
met, met, or exceeded:
Meeting expectations is crucial for repeat business. In most cases, people have low expectations when they enter or agree to a business transaction. First and foremost your customers expectations should be met and occasionally exceeded.
- After this visit, will I recommend this place
of business to others:
The most powerful, least expensive, and most effective method of advertising is word of mouth advertising. Conversely, nothing will deter a customer away from your business faster than a poor review from a friend or colleague. Word of mouth advertising happens when a customer has a wonderful experience. What are you doing to provide a great experience for your customers?
- Did I receive the most value
for my money:
Most of my responses here were N/A because I was not buying anything at the time of my additional visits. This is an important topic though. A customer will buy from you more often if you are providing them more than they pay for. That "more" is usually great service and a great experience! Since your normal products (food, clothing, furniture, etc) can be bought anywhere, it is important that you are separating yourself from everyone else. To do this you must give your customers more than they expect and really "wow" them with your generosity.
- Will I return to this place
of business:
The ultimate goal with your business is to attract repeat customers. A repeat customer is a cheap way to gain new customers. Every time a repeat customer comes back to your business, you should consider those individuals as new customers. A "repeat customer" can easily go to your competitors instead of your company, not so repeat anymore. The point here is to treat familiar faces with the same, or even more, dedication you would with a brand new customer. Embrace repeat customers as very valuable, because they are!
I hope you enjoyed the vision center journey. More experiences will be coming, hopefully more pleasant tales.
Thanks!
Koji Consulting
Comments