Posted in Customer Service, Hot Topics and New Bits
Businesses, large and small, both want to deliver super customer experience. Two steps can take customer experience from good to great — be plentiful and ready. And it’s the best PR.
The trigger reaction of many leaders to the idea of being plentiful to the customers — “that costs money!” Well, it doesn’t have to be free to customers or expensive for your business.
Being plentiful and ready gives customers:
For business to business, it is critical. Suppliers are invaluable when they deliver plentiful supplies of what you need when you need it. It builds trust.
Conversely, I recently did a team building program with the theme of plug in and adapt. I found a small electrical adapter plug online and needed to buy hundreds. The supplier’s website would only let me order 50 so I called to check on quantities and availability. The customer service rep told me they had plenty but I could only buy 50 at a time with a maximum of 100.
How odd. They had plenty but weren’t ready or interested in selling me a large quantity. Meanwhile the print shop I used for the session handouts was ready. The staff produced and shipped not only the initial 500 booklets but also 50 extra at the last minute when my customer expanded the project. Success!
For Super Customer Experience Today
Be Plentiful in:
- Positive, can do, make it work attitudes.
- Low cost welcoming gifts.
- Experience.
- Information and knowledge.
- Advertised products.
- Last minute alternatives and solutions.
- Communication and behind the scenes teamwork.
Be Ready With:
- Courtesy and care.
- Culture that considers customer experience as a business driver.
- Information rich well designed websites.
- Inter-cultural knowledge.
- Easy to use self-serve portals that address complete needs.
- Mechanisms that enable you to quickly adapt to change.
- Proactive listening, follow-through, and follow-up.
- Thank yous and gratitude.
Be (P)lentiful today and (R)eady for tomorrow — the best PR for your business!
In what other ways should we be plentiful and ready? What would you add to this list from your experience?
From my professional experience to your success,
Kate Nasser, The People-Skills Coach™
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please first email info@katenasser.com for terms of use. Thank you for respecting intellectual capital.
Related Post: Super Customer Experience: Customers & Us in Harmony
Kate Nasser, The People-Skills Coach™, delivers coaching, consulting, training, and keynotes on customer service experience, teamwork, and leading change. She turns interaction obstacles into business success. See this site for workshop outlines, keynote footage, and customer results.




















