I love it when clients want to ensure their customers have a positive experience with every interaction. So I was thrilled with a previous client called to ask me to help them re-engineer their customer processes.
On a recent visit to Seville, my group of 4 friends engaged Pepe Muñoz (www.SevillebyPepe.com) to show us around on bikes and take us on a tapas tour. Pepe exceeded our expectations — we loved his humor, his insights, his perspective of life and his great English — so we hired him to take us to Alhambra, the famous castle 3 hours away. Then we asked him to take us to the airport the next day.
At our next stop, Lisbon, we also hired a private local guide, Joanne, based on the recommendation of our hotel. While Joanne was friendly and spoke good English, she wasn’t much of a guide. In retrospect, she was a local driver with a tiny bit of knowledge on the sites she took us to.
I outlined for Pepe how his services stacked up to Joanne’s so he’d know what stood out. I do this for clients, shopping their services as well as the competition, to know where they shine and how they could improve. Have you done this lately? If not, maybe you’re like Joanne, not knowing you’re missing out on referrals and repeat customers. If so, I’m happy to help you.
I thought you would like to see the comparison of Pepe and Joanne in the hopes there might be something you can extract to apply to your own business.
A manager of a large company contacted me because they wanted help increasing their customer satisfaction scores. Their bonuses were based on the customer sat scores and they’d missed getting one the year just ended. They wanted a longer-term solution than a short seminar. I suggested the Managers Discussion Guide Program, since it’s a monthly … Read more
For example, I’m sure this city’s leaders and the downtown merchant association thought the answer to scarce parking was a 3-story garage. The merchants probably saw an increase in business for awhile, especially among locals.