As part of a project to help a firm objectively assess the interaction experience their team was delivering, we wanted direct input from their clients. We had a series of questions that their clients answered, including these:
- How would you describe the experience you have each time you are in our offices?
- What is it like for you when you call in with a question?
- What three things can we do to improve the experience you have with us?
Suffice it to say, they received numerous suggestions on how to improve. But, what was most striking was that the majority of their clients used the word always in describing their experiences. They always answer the phone and are helpful, they always remind us about ways to save on taxes, they always ask about our elderly parents, and they always have my favorite tea when we meet with them. And so, it went on and on.
Why is this so remark-worthy? Always is a pure word that says they consistently do this. And from the clients’ perspective, this group of people always do it on our behalf.
Action point to consider: Ask your clients the three questions above and see if they use the adverb “always” to describe the many interactions they have with you and your team. If they do, great! And when they don’t, work on consistently doing what needs to be done.
Watch the many FREE 2-minute videos on my website to inspire discussion and changes, ensuring “always” becomes your descriptive.
As Aristotle said, “Quality is not an act, it is a habit.”