Is there anyone who doesn’t have one?
I’ve got one, and so do you. An overloaded life. I’d like to deliver a Tuesday morning thought that will not overload your reading list for today:
If you can market your product or service in a way that doesn’t add to your customer’s overload, that’s Pretty Good Customer Experience. (Get noticed quietly. And quickly. Better yet, be of use while you’re getting noticed.)
If you can aid your customer during or after the sale, so that making the purchase doesn’t contribute to their overloaded life, that’s Mighty Fine Customer Experience. (Feel your customer’s pain. Then make their purchase painless.)
If your product or service actually helps relieve the symptoms of an overloaded life—for most customers, that’s Maximum Customer Experience.
How do you make life less overloaded for your customers?
Grow and be well,
Kelly Erickson
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22 February 2011, 8:05 am
That’s a tough one. In my business, I need customer input and (more often than not) information.
What I try to do for my ultra-overload clients is reduce emails. I think to myself, Do I really need to ask them this? I also don’t ramble, just get to the point. And where possible, one quick question at a time. Two or three questions get lost — often I’ll get the answer to Question #1, but none of the subsequent.
Still means bugging them sometimes. But at least I’m doing most of the heavy lifting…
~Graham
Graham Strong´s latest blog… Room 101 Revisited – Day 167
22 February 2011, 1:23 pm
I give them time away from their overloaded life. I would say in a nice hot bath but since my current publications are mostly electronic, that wouldn’t be a good idea.
Alex Fayle´s latest blog… An Extraordinarily Ordinary Life- Totally Set Up
23 February 2011, 6:59 am
Graham,
I hear you. Of course the best thing about what you do is that you DO help relieve the symptoms of an overloaded life with what you provide… as well as within how you’re providing it. I think that probably makes people eager to be bugged by you—to get to the end results!
Alex,
Ah, yes. Nothing’s better than time away from it. (Unless time away from it makes you worry that it’s getting more overloaded while you’re not looking, eh? LOL.)
Regards,
Kelly
23 February 2011, 9:23 am
@Kelly – lol, you’d be surprised… I feel like some clients look upon me as a “necessary evil”…
~Graham
Graham Strong´s latest blog… Note to Self
23 February 2011, 5:39 pm
Graham—As long as the word “necessary” is included…
22 March 2011, 1:21 pm
I just try to remain flexible, and in any interaction with a customer, I look at the most efficient method for resolving it. Whether it’s how they can order and pay or how to set up a photo shoot, I make it as easy as I can for the customer by being flexible. Let ME do the work. You just tell me what you want/need/desire.
I also communicate openly and often with them, though I don’t overdo it. I want to make sure that everything is clear up front, so that there is no stress later. Get all of the “hard stuff” out of the way, in other words.
I even make it very clear to my potential customers that they don’t have to go through any of my online shops if they want to buy from or do business with me. They can just email me or call me.
It has to be about them, always.
Jen M.´s latest blog… Gettin Personal- How much is too much
22 March 2011, 1:48 pm
Jen,
I love “Let ME do the work. You just tell me what you want…”
Sometimes that’s the key—remind folks you know they’ve got their job, you’ve got yours—and when you can take care of yours as smoothly as possible, dealing with you won’t feel like it’s work for them at all. Just what your customer hopes for!
Until later,
Kelly