Your Customer's Experience

Put yourself in your customers shoes for a day. What would you see?

Firstly, go outside your premises and ask yourself what messages the outside of your building gives off. Professional, homely, friendly, run down, dingy, poorly lit, modern etc. Is it a good reflection on you? Once inside, define your customer service.

Does anyone take the clients wet coat from them and hang it up in a safe place? Do you offer them a drink? Have you got copies of popular magazines in good condition in the waiting area? Do you cater for men? For business locations do you offer a Wi-Fi connection? Do you have a TV screen? Do you have umbrellas for guests in wet weather? How do you keep children entertained whilst they are waiting for their parents? Have you recently visited the guests toilet?

Ask yourself when was the last time you received 'legendary' service that was so good you felt compelled to tell everyone about it? What is your customer's experience?