A couple weeks ago, my computer died. To replace it I bought a new custom-built one from the local computer shop whom I trust. My last computer had been from that shop, and the techs there have always done excellent work. I retained my mouse and keyboard from the computer that died and so only brought home the new tower. As I was hooking up the connections to the new computer, I discovered it had just one pin connection that could be used by either the keyboard or the mouse. My old computer had had two pin connections, one for the keyboard and one for the mouse.
“Why didn’t they tell me I needed a USB mouse?” I said out loud in exasperation. Then I took a deep breath and muttered, “Too bad for them. They missed a sale.”
I borrowed the USB mouse from my laptop to use immediately and later stopped at a store to buy another USB mouse.
A few days later, I had the struts replaced on my car. I did that based upon the garage owner’s recommendation when I had my car in for an oil change. In addition to doing that work, the owner had checked the vehicle over and let me know of any potential trouble areas. “Your car looks great,” he had said, “except you need new struts. I’ll send you a quote on that.”
He promptly followed through and e-mailed the quote later that day. When I picked the vehicle up, I commented, “Now my car is all set. I hope that I won’t see you for a while.”
I appreciate the garage owner’s attention to every vehicle. He fixes what is immediately wrong and looks the vehicle over for potential problems. I’d rather he found them, let me know, and fixed them before they lead to a break down, further problems, or a more expensive repair that could include a tow. His focus is looking at the vehicle from the customer’s point of view. Using his mechanic’s expertise, he anticipates problems.
The computer techs have a different focus. They use their technical expertise to look at the customer’s device, give reliable suggestions, and get the customer back to being able to use the device as quickly as possible. While all of that is commendable, they miss looking at the situation from the customer’s point of view, and that leads to a customer not having the correct mouse or another accessory needed for the use of the device. It prompts the customer to spend the dollars that could have been extra revenue for the computer shop at another store.
Whether a service involves a computer, a vehicle, or something else, most customers are ignorant of what they need. That is why the best customer focus is anticipating problems by looking at the situation from the customer‘s point of view, recognizing potential problems, and helping the customer have the least disruption in use of the product or service. That focus develops happier customers and adds to the business’s revenue.
This week's marketing trivia challenge is What best customer focus have you experienced? E-mail me your answer.
“Why didn’t they tell me I needed a USB mouse?” I said out loud in exasperation. Then I took a deep breath and muttered, “Too bad for them. They missed a sale.”
I borrowed the USB mouse from my laptop to use immediately and later stopped at a store to buy another USB mouse.
A few days later, I had the struts replaced on my car. I did that based upon the garage owner’s recommendation when I had my car in for an oil change. In addition to doing that work, the owner had checked the vehicle over and let me know of any potential trouble areas. “Your car looks great,” he had said, “except you need new struts. I’ll send you a quote on that.”
He promptly followed through and e-mailed the quote later that day. When I picked the vehicle up, I commented, “Now my car is all set. I hope that I won’t see you for a while.”
I appreciate the garage owner’s attention to every vehicle. He fixes what is immediately wrong and looks the vehicle over for potential problems. I’d rather he found them, let me know, and fixed them before they lead to a break down, further problems, or a more expensive repair that could include a tow. His focus is looking at the vehicle from the customer’s point of view. Using his mechanic’s expertise, he anticipates problems.
The computer techs have a different focus. They use their technical expertise to look at the customer’s device, give reliable suggestions, and get the customer back to being able to use the device as quickly as possible. While all of that is commendable, they miss looking at the situation from the customer’s point of view, and that leads to a customer not having the correct mouse or another accessory needed for the use of the device. It prompts the customer to spend the dollars that could have been extra revenue for the computer shop at another store.
Whether a service involves a computer, a vehicle, or something else, most customers are ignorant of what they need. That is why the best customer focus is anticipating problems by looking at the situation from the customer‘s point of view, recognizing potential problems, and helping the customer have the least disruption in use of the product or service. That focus develops happier customers and adds to the business’s revenue.
This week's marketing trivia challenge is What best customer focus have you experienced? E-mail me your answer.
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