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A Customers Experience Is Their Own

Anais Nin. "We don't see things as they are, we see things as we are." [Quotes of the Day]

How often to our customers have problems that seem only to be a problem for them? I mean, no matter how they explain it we think to ourselves, "What am I supposed to do about it?" Or even worse, "This customer is an idiot!"

Why are we still modeling our customers experiences in our own limited minds? Just because a customer doesn't think something is right, and you do, doesn't mean they are wrong. Learn to take the initiative to solve the problem in a customers favor.

Yes, in the customers favor. You don't have to do it all the time for the same customer, and you don't have to lose money, but the customer must walk away satisfied the situation was resolved reasonably. How can you do this?

Ways to resolve a misunderstanding in the customer favor (without losing your shirt):

1. Ask, "Where do you see the problem?" After the problem is defined, don't be defensive, just describe what you can do and let the customer choose one option, or move on to the next step;
2. Ask, "What can I do to make this right?" If you can do what the customer asks, then do it. If you can't, tell them what it will cost them, then let the customer make a decision to continue;
3. If no decision can be made, then agree not to work together. Politely say, "I guess we don't see eye-to-eye, I don't want to do this if it won't be right for you. I'm sorry we couldn't be of service."

/ customer-service | interaction-points /

By Justin Hitt at June 22, 2003 12:48 AM  Subscribe in a reader