Delighting your customers to grow your business is the same today as it was a century ago. Sure, we have some extra toys and technology to get the job done, but the fundamentals of the game never change. Sometimes, we have to stop searching for the magic formula and get back to basics – block and tackle – fundamentals.
The meaningful advancements in your business come through connection. When I bought my pool screen contacting business several years back, we had a 2.2 rating on Google. The staff looked at customers as a problem, and every job was just another customer, just another project.
How did we improve that Google rating from a 2.2 to a 4.3 in just over a year? From Day 1, we got to work implementing changes that would improve our customer service and shift our team’s mindset and approach to their work. I placed a big board in the warehouse hallway and started tracking customer feedback. Customer satisfaction became a pillar of our business. I wanted to know the why behind the good, the bad, and everything in between.
When quality customer service became the epicenter of our business, we committed to transforming our customer experience and dissecting every issue to see what we could do better. Owners who make customer satisfaction part of their success strategy have the best litmus test for success and can easily work backward to diagnose the concerns that come up. What steps are you taking to prioritize your customer experience?
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