Challenging situations in business are inevitable, but what makes the difference is how you handle them. No one can control how a customer reacts, feels, talks, or behaves, but you can control your response and what you do about the situation to make it right. If you handle them correctly, the customer will still feel like royalty.
One of the best examples of how this works is at Disney World. Every employee is trained to be friendly no matter what, and also empowered to make the customer experience the best it can be.
If a customer is angry, or upset, or disappointed, employees are not only empowered but expected to do what they think is right to remedy the situation. For example, if someone drops their popcorn, they get a new one. No questions asked. If they tear their shirt in the park, an employee can give the customer a replacement absolutely free in one of the stores.
This is why you rarely see an angry customer at Disney. Their staff proactively works to make every visit the best it can be, and to truly make Disneyland, The Happiest Place on Earth (or if you are at Walt Disney World’s Magic Kingdom, The Most Magical Place on Earth). Of course, it’s all monitored to be sure no single customer (or employee) takes advantage.
The question for you is, what are you doing to make buying a product or service from you and your company, the Best Experience on Earth? This should be high priority for you, because afterall, sn exceptional experience is what makes customers want to come back repeatedly.
Creating delighted customers doesn’t require huge budgets. It requires a sales professional – and all employees – to be 100% present. It means consistently following processes, listening to customers, getting to know their needs, treating everyone with respect, being nice, friendly, and professional, and being diligent in everything. Everything a professional does – or doesn’t do – combines to create a lasting impression.
Unfortunately, consumers today have lower expectations based on past experiences with many businesses. This actually makes it even easier to create a positive impression. For example, when was the last time you received a thank you note (handwritten, mailed in a stamped envelope) from a salesperson or business? When was the last time someone called you to say thank you and to see how you liked your purchase? Exactly! Think about the impression it makes when this does happen.
Now, when was the last time YOU sent a note or made a call? Email and text have their place, but technology will never replace the personal touch, which leaves a lasting impression. Use technology to plan and track customer interactions. Send an email occasionally, but don’t let it replace you.
At Disney, technology is the backbone of running successful theme parks, and it’s used to enhance customer service, as well. But it is never the point of contact; people are. While many companies see technology as a cost-cutting tool and a way to trim down staff, Disney sees it in the opposite light. In fact, they increase staff when adopting new technology to ensure that it delivers on expectations to management and most importantly to customers.
A good example of this is their Magic Bands, all-in-one devices in the form of comfy wrist bands. These give guests access to their hotels and parks, allow them to check in at different places in the resort, purchase food and merchandise, and unlock special surprises personalized for their visit and interests. Disney’s tech staff works diligently to ensure these bands deliver an exceptional experience, and that if there is ever a glitch, it’s fixed quickly and seamlessly so guests never know. And, they are always looking for new ways to use them to enhance the guest experience even more.
How does this translate to other businesses? First, be sure your technology (websites, social media, kiosks, in-store systems, etc.) creates a positive experience, before, during, and after customer visits. Is it easy to access and use, seamless, and always on? If it’s not, then your technology is working against you, not for you.
Making the customer feel like royalty is not difficult. And, while there are many things you can’t control, you can nearly always remedy a situation and leave the customer smiling. And, every employee’s job – no matter where they work or what they do – is to do just that. Understand what customers need. Evaluate the problem and situation. Then, fix it. Remember, listening and empathizing go a long way, and sometimes, they are all you need.
