Many buyers prefer to order products and services independent of interacting with customer service personnel. Does your order entry process service “do it yourself” purchasing?

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Can your customers effectively order product from your catalog? Or, do your customers have to go on a hunt and peck internet search to gather the information they need to place an order, just because your catalog is not informative enough? If you are making customers go through more investigating to order, then it is time for the marketing department to wakey-wakey!

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Perception is a two-sided coin, but only one side truly matters! Does customer perception matter to your company? Some executives are blinded by self-pats on their backs while delivering mediocre service. Are your eyes opened to the cruddy service your customers are getting from you? Time to wakey-wakey!

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Giving something extra is another way of expressing customer appreciation. L’agniappe is a Cajun expression that labels a mindset of giving something extra. To the Cajun culture, it is a conscious mindset that encourages usage. The trick is to provide this “extra” something without the recipient asking for it. What about you? How well do you deploy L’agniappe?

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The reality is that 80% of handwritten notes will get thrown away. The remaining 20% will quietly love them, save them, cherish them , or reciprocate by responding back. This applies to customers, spouses, kids, grandkids and friends. I would much rather put a smile on the 20% audience who appreciates receiving a heartfelt message. What about you? We invite you to go a little “old school” by exploring the magic of handwritten notes.

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Expressing appreciation is a dying principal in modern business. There is no way around this. Saying THANK YOU to customers is all but dead. An expression of appreciation on a paper, or text receipt is not making any customer feel warm and fuzzy. When are you going to pick up the phone, write a handwritten note, or send some chocolates to a customer?

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Why? Why? Why? In my 35 years of doing business, whenever there are problems, customers always want to know why. However, so many vendors get a failing grade when it comes to answering this simple question. If you want to make customers really happy, start telling them why there are issues with their orders…don’t just tell them there are issues. The main question on their mind is why. When will you start providing answers to the most prevalent question in business?

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Customers defect after they have endured enough doses of la-di-da service. Time is the currency of the Experience Economy. When customers sense the violation of their time, they usually say goodbye to that vendor. It is simply their way to punish bad service. Where is your company in this cause and effect equation? Is it time to revise your service mindset?

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