How do your customers see your company?

18 05 2007

Your probrably saying now I’d love to know that Tom but I can’t read their mind so i’m outta luck. Well I have a great simple and free tool that takes practically no time. The only thing you need to do is COMPLETELY forget that you are the business owner for 10 minutes ( if you can’t do this get somebody else –family member , friend or employee to help). The reason I say completely is if you don’t the answers you will find will be JADED by your rationalizing(Rational-LIES) how those things got to be that way instead of just letting go of it and only figuring out which ways you can make it better. If you can have yourself and somebody else do this and share notes.

Now we are going to play little game you used to play as a child (I’m not insane or trying to waste your time —I am going to help improve your customer experience and your bottom line) It called pretend your somebody else –remember when you wanted to be a grown up as a child or played cowboys and indians. Now after you’ve FORGOTTEN you have anything to do with this business you going to pretend that you are your customer coming into your business. Step #1 in to leave take a walk, get coffee or go out to lunch this will help clear you perspective.STEP#2 – FOCUS on the fact your a 1st time customer thats interested in possibly doing business with YOUR company. Know try your best to look at ever thing blindly as a first time customer would. If you have trouble with this thought just think of the last time you went into a new company to buy something yourself. Step #3– How would a customer make an intial contact website, phone, or walkin etc? Step#4 Ask your questions of your five senses from a brand new customers perspective? Look at how you feel (comfortable, anxious etc) and look at where you are focusing –as the customer would be. What do you hear? Smell? Touch?
The reason for this exercise is see the world through your customers eyes to gain perspective on how to serve them better, faster, and cleaner etc. The more honest you are the better. Don’t beat yourself up if you happen to see a glaring problem just remember at least you see it now and can correct it. Just answer this one question. Are you putting your best foot forward for your customers or is there something you could do to make it better?

If you want proof this works go to a casino and look with your senses. They have maximized this process(busy carpet or no clocks on the walls ) to get you to do one thing spend more money faster. Of course there is the oppposite which is when a company truly doesnt care about the customer. I’m sure you’ve dealt with a company that you felt made it hard for you to do business with them (ex. their size they put “rules ” in place that basically screw the customer and never look why customers leave until its to late).

This is going to take a few trys and its good to get others to do it with you and share notes different perspectives can only help with this exercise. Is should only take 5 or 10 minutes but it can mean a world of difference when it comes to how comfortable your customers feel. The more comfortable your customers feel the relaxed the will be and the easier it will feel to them and you to do business.

Do this exercise often and you be on you way to customers raving to friends or coworkers. With comments such as “how simple it is to do business with you” or “how comfortable you make them feel” you’ll begin to see them buy more, more often and want to refer others to you.

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