Here is your Daily Dose of Amazing Service:
Eliminate invisible customers
And here are some additional thoughts on this topic…
All but the most successful companies have them. Most don’t even realize it. And every one of them costs your company money. Invisible customers are the most expensive kind to have and the easiest to eliminate. Because we create them. We have complete control over whether or not a customer is invisible.
A customer is invisible if you ignore them.
This works two ways. First, you can physically ignore them. This happens in retail stores, restaurants, hotels, hospitals and other B2C businesses every day. Employees literally ignore their customers. The second way to make a customer invisible is to ignore what they want. This is less obvious but equally damaging. When you don’t offer you customer what they want, you are making them invisible.
Pay attention to your customers in every way and you’ll avoid those pesky (and costly) invisible customers.
Think about the last time you walked into a store and were ignored. How did it feel? Think about this and the many other ways customers and their wishes get ignored. How can you ensure this does NOT happen on your watch?