Impactful Word Choice Part 3: “Anything We Could Have Done Better?

By on April 1, 2015 | Topics: Culture, Employee Training

Have you ever been asked this question while out shopping at one of your favorite stores or while you were dining out at a restaurant?

It seems straight forward enough––a team member wants to get your take on your shopping or dining experience to see if anything didn’t meet your satisfaction.

But what seems like a routine follow-up can create a subtle, yet powerful experience itself for the customer by revealing a part of your company’s culture customers appreciate on a personal level.

Let’s take a closer look at how this simple little question can make a significant difference in a customer’s experience.

Little details, big impact

Unfortunately, too many of us are well-accustomed to poor customer experiences.

We’re not talking about being frustrated with a lack of parking spaces or showing up only to find out a store is closed on Sunday; we’re talking about the interaction between team members and their customers. Specifically, the small details of service we might not think makes a difference, but in reality, can make or break a customer interaction and affect customer loyalty.

Body language is one such detail customers pay attention to all the time. Nothing says, “Hello, welcome to our location, we are glad you chose us” like than a genuine smile and friendly approach you might get from a friend. While it’s non-verbal, things like posture, facial expressions and the way you carry yourself makes a surprisingly significant impact.

Customers want to do business with companies their employees respect and enjoy. Subtle cues like these are often a strong indicator to customers about how the employees experience.

They want to see that these people are happy to be here, they believe in their location, and genuinely enjoy the service and people they work alongside. It’s hard to believe that so much can be accomplished with as much as a gesture.

Using personable communication to shape the experience

Think about a verbal gesture that can make this kind of lasting impact on today’s conscious customer. What impactful word choice would you use?

Consider the last time a team member asked you, “is everything okay?” or “is there anything I can do for you today?”

Try to define the feelings these questions generated and connect them to the questions they originated from. Now, imagine if you hear this question as a follow-up:

“Was there anything we could’ve done better?”

It’s a subtly powerful question often overlooked by store and restaurant staff. Usually, customers don’t see this one coming––an opportunity to surprise them with a feeling of unique appreciation.

As an advocate of always looking for ways to improve the customer experience, I often highlight the small and immediate ways to transform the experience that are simple enough for virtually anyone to adopt and use effectively. Subtle follow-up questions like this are a quick and easy way to make those all-important lasting impressions on customers.

Interacting with customers is just one of many dimensions of the in-store experience. Making sure all of your operations are running smoothly from store to store requires a system capable of managing daily tasks in a single platform.

If you’re in need of a better way to manage checklists, keep staff accountable, and perform effective audits, download our free eGuide filled with everything you need to know about task management systems, check out the guide below!

Guide

photo credit: Stockmann Group

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Log & Task Management
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