First Impressions
What is
the first image of your business that your future customer sees? Is it your website? A sign in your office window? An ad? Whatever it is, take a look at it with fresh eyes,
like you’ve never seen it before. You
may have several images to consider if clients approach your business in many
different ways.
What do
you notice first? Is the website simple
or cluttered? Is your sign rusty
and crooked or new and cute? Do
you need to make any changes based on what you see?
Voice Time
If a
customer calls, how many times does the phone ring before it’s picked up? Does the voice sound inviting and excited
that someone called, or is it as if you were just interrupted? Or worse, did they get a
recording?
If they
walk in face to face, how are they greeted? What does your waiting room look like?
Service
What is
the interaction like with you? Are
you able to answer the prospect’s questions? Do they feel comfortable with you or are they
intimidated? What do
you suspect it’s like for your clients?
If the
prospect becomes a client, what do they have to do? Are there lots of forms to complete? How organized are you in getting the
client started and serviced for the first time? Are you respectful of their time if they are in a hurry?
Mystery Shoppers
You’ve
probably heard of mystery shoppers who are hired to give their opinions of what
their client experience was like for them. They go through a similar process, evaluating every client
touch point and suggest ways to make it a smoother experience.
Almost
every business could benefit from periodically reviewing the client experience
to discover where the weakest links are and how they can be fixed. Ask yourself these questions to see
where you can improve your client’s experience and make it easy to do business
with you.
