This Is How I Know My Readers Are Brilliant
“What would you ask your customer about your store?”
Yes, word for word, that was a term that helped a dear reader arrive at the Maximum Customer Experience Blog last week. Thanks, I love that question, and those that follow. I think they’re worthy of direct answers.
If I could ask my customer about my store, I’d ask:
2. What was the first thing you noticed today?
3. What would you add? (This is the positive phrasing of “What are we missing.” Try not to ask questions that spin your own story in a negative way.)
The Big Take-Away Point:
You can!
Go ahead, walk with a few customers as they shop today. Ask if you can help; be truly helpful; then ask if they’d take a moment to help you. Ask your 3 questions. Respect your customer’s time; take just a moment.
Write down the answers, and learn from them.
“When do companies need to know customer’s perception?”
ALWAYS.
“When to walk away from pushing a change at work?”
I expect plenty of comments on this one.
For the sake of argument, I’m going to assume this change is aligned with the company’s overall Vision, and is geared toward helping your Ideal Customer. If not, then the answer is walk away now.
I’m also going to assume you mean, initiating a change, because that is something you can do. “Pushing” change always fails.
With those assumptions: Walk away when it jeopardizes a job you love or can’t do without, if you’re an employee. If you’re The Big Cheese: Make the changes your company needs. Be a leader. Don’t walk away from that responsibility.
“Kelly Erickson” +Olive
I got nothin’. Whatever you’re looking for, I hope you found it here. Subscribe (at top left), and I’ll see what I can come up with. We aim to please.
Your turn: What else do these searchers need to know?
Grow and be well,
Kelly Erickson
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6 June 2008, 2:15 pm
Kelly,
Well said. Perception is always important in business. Always, always, always. And you don’t have a second chance with first impressions.
I think I judge restaurants the most harshly. Everything has to be perfect. Of course it’s all subjective, I like funky old worn in restaurants. I won’t get up and walk out, but I won’t come back, either.
Man, it’s hot here. Are you getting a heat wave in the East?
6 June 2008, 4:06 pm
Ellen,
I’m a pretty harsh judge of restaurants, too, just from having so much experience with them. For me it’s a good thing, because I know their customers are, too. I think any hospitality environment is going to get judged harshly.
No heat wave today. For Delaware, it’s actually been quite cool the last few days. Your weather won’t show up here for another day or two. (I guess that means pool time on Sunday!)
Regards,
Kelly
6 June 2008, 4:50 pm
I have a different kind of business but I can always ask my clients how their experience was with me in my virtual shop (I’ve never met most of my clients. Everything’s by email.) Feedback is always great — in fact, crucial — whether it’s about how I conduct myself as a professional or the quality of my work.
6 June 2008, 4:53 pm
I used to wait tables, and a restaurant can be made or broken by it’s waitstaff. But that’s all part of the package. I also tip very well, at least 20%, because I know how hard it is.
We are under a tornado watch now. Crazy.
Have a great weekend.
6 June 2008, 5:26 pm
Steph,
Did you send your nasty weather to Ellen? I am not looking forward to this arriving on the East coast…
Feedback is crucial and yet it’s one of the most overlooked aspects of finishing a sale. Lots of folks are afraid to hear the answers.
Ellen,
Tipping, yes. I’m a heavy tipper too, because I know their plight. When I’m out with someone who’s a stingy tipper I sneak a couple of extra bucks under the plate as I go—and I make mental note NEVER to go with that person again!
Until later,
Kelly
6 June 2008, 6:01 pm
@Kelly: Colin and I do that too! His parents often don’t tip enough so we surreptitiously slip more in. I really love getting great service and I like to reward those servers in the greatest way I can, often complimenting them verbally and then backing it up with my tip.
PS. I think it’s the other way around with the weather! I think we usually get it from the States!
6 June 2008, 7:24 pm
Kelly- I would like to know if there is a most asked question that your clients ask you about their stores when you consult with them. Seriously, is there a top spot in their FAQ’s?
6 June 2008, 8:17 pm
Janice,
Darn, woman, what an excellent question!
Come back Monday. You’ve just pre-empted my planned post.
Steph,
That’s some very hard and fairly thankless work, and it just pains me to see folks who can afford the meal but can’t manage a proper tip. Ugh. Let’s go someplace cheaper so you can look generous, if you must.
Until later,
Kelly
6 June 2008, 11:29 pm
Kelly- Yay! I’ll look forward to it.