A customer-oriented service is designed and delivered with your experience in mind. If you focus on the experience your customers are experiencing (and you don't just stare at the navel of your service), many ideas will appear to put into practice. In this article, how to break the barriers of time and space.
The key to hitting the mark with your service is to orient yourself 100% to your customers. A customer focused service is designed and delivered with your experience in mind. But…
What is the customer experience?
The client lives an experience with your service that is part of their life. Enter the day to day and solve a problem, or supply a specific need. If you need to be at 10 in a certain corner, you will find the most comfortable, fast, and safe means of transport that allows you to supply your need. The taxi is a means to be at that time in that place, but the latter is the true end.
This concept is the key to designing and delivering a service that is amazing for your clients.
Have you asked yourself…
What is the purpose your clients are looking for, for which they use your service as a necessary means?
When a family organizes their vacations, they consciously look for a hotel to stay, activities to do, buy their tickets or get their vehicle ready… for what? To enjoy beautiful family days, that is, to have your amazing experience!
If each provider focused on the experience those clients are experiencing (and they do not stare at the navel of their service), naturally many ideas arise to put into practice. You wonder how can I make my clients live an experience that dazzles them? How can I effectively use my service (which is a means) for that purpose?
And this trigger clears the time and space limits. Your service does not start when the client steps on your premises, but much earlier, nor does it end on leaving, but you can, and I recommend doing so, extend its effects beyond the dismissal and the physical limits of your business.
A service that amazed me
A few months ago, we had hired a mountain guide for a family outing. It was something totally new to the family, especially since it was the first time that our daughter had ventured into such an experience.
When hiring the service, they gave us a list of elements that each one had to carry. Something extremely useful, since in the middle of the mountain there is no shopping to buy what they could have forgotten. Also, finding that the sleeping bag is not suitable for mountain temperatures is not a minor detail. There are elements that are decisive in the success of the experience.
This listing, therefore, was vital. But they went even further. A few days before leaving, the guide herself who would accompany the group, personally came to my house to see and check each of the items of equipment they would bring.
A service clearly focused on the client. Why? Because a beginner family on mountain excursions does not have to know the particular climatic conditions of that place, nor the characteristics of the equipment that are critical in that situation.
For example, the type of stockings was an important detail. The feet cannot cool down. It helped me to find the best alternatives within what was at home, and to complete our team with the right elements so as not to overload ourselves, while still carrying the most important things.
This additional service contributed a lot to the family experience, because it made us feel calm and ready for the adventure that was coming. A great added value before the provision of the service became effective.
And in your service, what value can you add to your clients, before or after the provision itself, or even outside the limits of your "territory"?
