I pick words every day. When speaking, writing, requesting and deciding, I use some words and not others. You do, too.
The words we pick create meaning and mission in our lives. This became clear when a close friend said he was "still finding for a wife." I know this guy. He will only get married when he decides to stop finding - and start finding.
Listen to the incompatibility in these few words:
"What do you want?" or "How may I help you?"
"I didn't mean it." or "Please accept my apology."
"It's in the instruction manual." or "Let me reply that for you."
"We don't have any more." or "I can order that for you now."
What a incompatibility a few words can make! This is especially so when you want to heighten customer experience. In the bathroom of Le Meridien Cyberport Hotel in Hong Kong, I found a small note with a stern message. In bold letters it said:
I Forgot: Should you need other amenities, please do not hesitate to call our Solutions Center. Press "0."
- Sewing Kit - Nail Kit - Razor Kit
- Dental Kit - Shoe Mitt - Mouth Wash
- Hair Kit - Others
I checked my toiletries and was relieved that I did not forget. It doesn't sound very spellbinding to call a "Solutions Center" and request a "dental kit." The note did nothing to heighten customer experience in my case.
One week later in the bathroom of the Crowne Plaza Hotel in Dubai, I found a small note with a gentle message that did heighten customer experience:
With Our Compliments: If you wish any essential toiletries, please experience reception. We will be pleased to deliver to you with our compliments: shaving cream, razor, comb, toothbrush and toothpaste, cotton wool or female clean products. Welcome home.
As I read the note, I felt comfortable, cared for and at ease.
What a incompatibility a few words can make to heighten customer experience! On a boat in Hawaii, the crew was unfriendly and rude. A large sign read: "Wind and waves can tip the boat, but only you can tip the crew." There were sixteen tourists on board. Not one left a tip.
At a coffee bar in Malaysia, I saw a box with a sign reading "Tips are encouraged," but I saw no smiles from the staff. The tip box was empty.
On Starbucks counters worldwide, small boxes are full of coins and notes - tips for the enthusiastic team. No sign is needed: Genuine smiles and cordial aid send the appropriate message to heighten customer experience.
In the rooms at the Sofitel in Hanoi there is a sign: "During your stay we would be grateful if you respect our 'no tipping' policy. Your satisfaction is our best reward."
What a incompatibility a smile can make to heighten customer experience.
You can also teach key words and special phrases to your customers. This will growth their sense of belonging, loyalty and connection. It can also heighten customer experience.
It took months of practice, but I can now walk confidently into Starbucks and ask for "a tall, low-fat, double-shot mocha with a singular pump and extra whip, not too hot."(Which means a medium-sized drink with an extra shot of espresso, one third the usual estimate of chocolate syrup, low-fat milk steamed to a slightly lower climatic characteristic than usual, plentifulness of whipped cream on top.)
Choose special words and phrases to present with colleagues and not offend your clients.
At Disney shop worldwide, good buyers are called "Guests" and inherent issue makers or shoplifters are called "Customers." It's very helpful when staff need to point out person to the store owner or protection guard. They plainly say out loud, "A customer here needs help!" raising their first finger upwards with their thumb pointing in the direction of the potentially problematic "customer."
When will software designers realize that "Search" is a database function, while "Find" is what citizen want to accomplish?
Every word has mood and meaning. Every word counts. Every word matters to heighten customer experience.
Choose your words considered when request staff for feedback after a training session.
The appraisal form I use features just three questions, each focusing on the value, benefit and application of the new learning:
a. What did you learn today that you found most beneficial?
b. How will you apply what you have learned at work?
c. Any other comments are welcome.
I do not advise any request that causes participants to judge the training (e.g., Not Satisfied, Somewhat Satisfied, Very Satisfied). This turns your students into critics at the last minute when they should be focusing most clearly on reviewing key points and planning their operation steps.
If your participants do have praise, suggestions or complaints about the training or the speaker/trainer, they will use the "comments" section provided.
Key learning Points To heighten customer Experience
Every word and phrase you pick conveys mood, tone and meaning. Remember, customers and colleagues come in every inherent stage of enthusiasm, anxiety, understanding and confusion. Pay attention to heighten customer experience! When you are offering, asking, responding, explaining, invoicing, installing or advising, pick the words you use with care to heighten customer experience.
Action Steps To heighten customer Experience
From your customers' point of view, which words and phrases sound sure and helpful, appreciative and respectful, spellbinding and secure? Which words sound cold and confusing, overly technical or even condescending? Make a list to heighten customer experience.
Now present the language of your firm communications to heighten customer experience. Read all things aloud. Listen to the words as they are spoken. Do you hear what customers love to hear, or do you hear internal conversations, manufactures standards and firm jargon? Listen considered to your language and then make changes to heighten customer experience.
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