Already on ArticleSlash?

Forgot your password? Sign Up

Do Your Customers Understand What You Think They See or What They Really See?

Leanne Hoagland-Smith

Visitors: 352

Your customers are first visual creatures because sight is critical to our survival as a species. What your customers see from their perspectives as well as their expectations will either make or break your business.

The following are 2 real case studies where the Point of Connection - Seeing - had negative outcomes.

Case Study One:

During an afternoon lunch at a nationally franchised restaurant, you order an adult beverage and receive it with a floater in it. You get the server's attention so that you can return it and ask for another. The second drink arrives this time with even a larger floater. The waitress just drops it off and you do not have the opportunity to tell her. You wait and she eventually returns. She takes the drink back and the manager comes to apologize. The manager offers you a drink on the house and you pass on the mixed adult beverage and order a glass of wine.

When the waitress drops off the bill, you begin to see that you are charged for the first two drinks that you returned. Then you continue to see the rest of the bill and find a credit for the two drinks at the bottom of the receipt, but no charge for the wine.

You ask to speak to the manager and question her as to why you were initially charged for the two return drinks. The manager says that the waitress must account for the drinks. That makes sense. However you then make these two observations to the manager:

1. The waitress should have explained that the 2 drinks would appear on the bill with a credit at the end to keep you as the customer from having any negative initial reaction.

2. There is an inconsistency between policies between wait staff and management as this does not explain why there was not a charge for the wine.

Given the quality of the drinks, the problem with the bill, the poor service and the attitude of the waitress, you decide not to patronize this national restaurant ever again.

Cast Study Two:

As a small business owner or executive, you purchase promotional items from calendars to pens. A vendor sends you an email and you see an offer for 300 pens for $39.00 or $.13 each. You check you records and have found that in the past you paid on average $.13 for pens from this vendor.

As you enter your order on line, you come to the last page and see a $15.00 set up charge. In the past, this vendor did not have a set up charge. So you cancel the on line order process and make a call to the customer service department for clarification.

During your conversation, you confirm that the $15 is additional to the $39 that you originally saw. Now the pens will cost you $.18 each. The customer service person attempts to tell you that this is not an increase, but you can see that $.18 is greater tnan $.13. You decide not to make the purchase and begin to seek another vendor.

Both of these case studies involved what customers saw. This point of Connection, of what your customers see, is the first and probably the most critical point of connection especially if your business is conducted belly to belly or through Internet marketing.

Take the necessary actions to ensure that the customer experience from the perspective of sight is positive and always strengthening the feelings (another Point of Connection) that you want your clients to have about your business. Remember is it now what you see through your eyes, but what your customers see and expect to see from their eyes.

What other areas of customer service do you need to think about? This free audit looks to how you can build customer loyalty .

Are you looking for some additional business coaching training services? Why not visit business coaching training gym that is designed to help you become better at business building including customer service to self leadership.

Leanne Hoagland-Smith, chief customer officer with offices in Chicago & Indianapolis, helps organizations through business coaching training services to return to the purpose of business that being building ravings fans while increasing productivity and profitability. Her clients double results in 30 to 90 days. Call 219.759.5601 to schedule a free business coaching consultation.


Article Source:

Rate this Article: 
Get To understand What exactly OC3 Can Do For you
Rated 4 / 5
based on 5 votes

Related Articles:

We understand today’s energy customers to compare utility prices

by: Mathew Banks (November 19, 2019) 

Your Personal Adamant List (PAL) - Understand and Know Yourself – Help Others .

by: Carl Chesal (March 12, 2007) 
(Self Improvement)

Repeat Customers - Increase Sales And Grow Your Business By Motivating Your ..

by: Shawn McGee (May 09, 2007) 

How Buying New Customers May Be Costing You Existing Loyal Customers

by: Leanne Hoagland-Smith (April 13, 2008) 
(Business/Customer Service)

Customer Service – Customers Serving Customers?

by: Scott Lindsay (March 26, 2007) 

Are Your Current Customers Helping You Get New Customers?

by: Bruce A. Tucker (March 17, 2008) 

Be Where Your Customers and Potential Customers Are

by: Angela Paula (October 12, 2010) 

Getting to Know Your Customers - Happy Customers Make for Happy Profits

by: Sandy Curtis (December 12, 2007) 
(Business/Customer Service)

Do You Really Understand Your Leo Man

by: Della Jiang (December 14, 2011) 
(Arts and Entertainment/Astrology)

Get To understand What exactly OC3 Can Do For you

by: Pinky Lu (September 06, 2011) 
(Communications/Broadband Internet)