Transactions have routine components that are common with most every sale. Many of these components involve interaction with the customer. These are commonly called touch points. Do you know how many touch points are in your routine selling process? Do you manage your team for successful outcome with each touch point? If your answer to both questions is no, maybe it’s time to explore improving your customer experience deliverables as a series isolated events, rather than an overall purchasing event?

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Customers can sense when companies are setting the service bar at a bare minimum. The companies that aim higher elevate the customer experience, and will benefit from an abundance of repeat and referral business. Avoid being “run of the mill” and aim at delivering exceptional customer service.

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One of the hallmarks of top tier companies is to anticipate the wants, and needs of customers. if your company routinely assesses the necessary components of customer success, you will always be one step ahead of creating bad experiences. Anticipating customer desires is a well-constructed pathway to ensuring favorable deliverables, and levels of customer satisfaction that exceed buyer expectations.

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Sometimes a series of small changes help you deliver better customer satisfaction , rather than making wholesale, sweeping changes. When was the last time you sat down to identify 10 or 15 improvements you could make on your website? When was the last time you challenged the wording of your website? When’s the last time you tried to modify your procedures to make it easier for the customer? Imagine implementing 10 or 15, one-percent changes within 24 hours? These can become small force multipliers. Try it sometime. We are confident you will love the outcome.

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Voluntary communication from the vendor is a display of good stewardship in action. Customers want to know that their money is being spent wisely. Vendors demonstrate good stewardship by sending voluntary information designed to educate, inform and equip customers with helpful updates about their transaction. Do you want more repeat and referral business? Courtesy communication is a great tool to help you achieve that goal.

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After decades of consistently baking up conversations in writing, I let my guard down one time in December. The lack of written confirmation came back to cause me painful issues in February. Do you confirm the details of critical conversations in writing? If not, maybe it's time to start. A two-minute email could save you thousands of dollars!

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Turn the noise off, leave the electronics home, find a place to think… and continuous improvement ideas will pop up everywhere. You just need to quiet the noise, search your mind, reflect on possible improvements, and then write them down. It can be therapeutic and refreshing at the same time. Our minds are amazing creations, and we really see what they can produce when we search and listen. How about you? Do you ever search your mind in total quiet, and with a pen and paper nearby! Try it. The results will astonish you!

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Football quarterbacks often call audibles because they read the playing field and see something that could damage their play calling. We are no different in business. Sometimes we need to call an audible in order to reshape our approach to something we see when we read the room. Do you read the room routinely? Do you sometimes reshape your approach after reading the room?

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