A new week is here and the reminders of where your business stands are fresh on your mind. That’s one reason I love to take a few minutes to reflect near the beginning of a new week—everyone needs a chance to refocus and get back into the game.
This week, take a step back and think about how your small business can ensure sure your customers are happy. Here’s the key: Think about the total experience. As someone who know the intricacies of your business, it can be difficult to get out of that mindset when thinking about your end product as a service to the customer. Try to turn off that knowledge and imagine you are a customer, coming to this business to purchase the product.
What is it like? Is it easy to find? Is it well known? What about customer service? Are your customers greeted (in person or even online) as they enter? Do you feel like your needs are attended to and addressed? Does the product itself fit what you expected or what you’re getting for your money’s worth? Is the process convenient? How can it be more convenient? Are your customers thanked for their business?
These questions can be difficult to think about if you’re in transition, or you’re not yet where you want to be. But thinking about them often can ensure that you are setting attainable, realistic, and consistent goals.
The second part to this is action. If you take the time to reflect and consider the customer’s experience, that’s a great start, but if it stays there, you’ll never change the customer’s experience for the better. Take just one item at a time and set a goal for how to improve it. Maybe it’s positioning an employee closer to the door for a friendly greeting. Or maybe it’s adding a product that’s more customizable or streamlining a process. Whatever you decide to take on, set a date by which you’d like to have it completed.
Even if you think the experience is pretty good, there’s always room for re-imagining or streamlining the experience. If nothing else, your customers will sense the simple things you do to make their experience more satisfying.