Customer Experience - The Sincera Way

Your Customer Experience - How Do You Make Your Customers Feel?

"You are great!"

How does your Customer Experience make your Customer or Patient feel?

Do they feel GREAT?  Or do they feel ignored.

It all depends.

Emotions "rub off" on others.  The big questions are...

Are you purposefully selecting employee team members who make Customers and Patients feel better or worse emotionally?

Do your employee team members know why they are there?  Do they know what they really do?

Are your employee team members aware of their emotional impact on the Customer or Patient?

Do your employee team members really care?  Or are they acting like they care?

I came across a powerful video clip called, "Validation" thanks to a good friend of mine - Randy Hatzenbuhler, the president of The Theodore Roosevelt Medora Foundation.  Check it out...  Then share it with your team members.  You, they, and your Customers / Patients will be glad you did.

Spread the energy!

Employee or Team Member? Which Provides Better Customer Service?

Do you have employees or team members?

Which provides a better Customer Service Experience?

• Employees act like employees.

• Team members act like...  Team members.

Recently, I spoke at a conference hosted at the Green Valley Ranch Resort in Las Vegas.  It was my first stay at the Green Valley Ranch Resort.  I arrived late, checked in, and quickly found myself a bit lost in the dark.

Within seconds of realizing I was lost, a hotel employee asked me what my room number was and asked if I would like to follow him.  He lead me to the appropriate elevator.  He was gracious.  I was grateful.

My colleague had a small challenge with his room and when someone arrived to fix the issue, they greeted him by name and used his name several times.

The team members refreshing the room where I was speaking engaged myself and my colleague in polite banter. 

The shuttle driver was quite clear in communicating what to expect when arriving at the airport.

What made the difference?

I believe the Green Valley Ranch Resort's Customer Service Experience is the result of a solid combination of the Right Talent, the Right Touch Points, and the Right Culture. 

Part of the Right Culture "mix" is the Mindset of the Team Members who work there.  When I searched for the restrooms, I found a door that said, "Team Members Only".

• What kind of organization has Team Members?

• What kind of Customer Experience is delivered by an organization comprised of Team Members?

Nicely done.

Now go Maximize Possibility!

Chris Young helps organizations Maximize Possibility through talent management, cultural transformation, and strategic intervention.  Bring Chris in today!

1-866-988-RAIN

Copyright 2009, Chris Young - The Rainmaker Group, Inc.