Stick to rules.
- Companies create rules for a reason. If we don't follow them and get wishy- washy with our rules and make exceptions, then why do we have rules anyways?
- If parts of an organization are doing things differently, it will come off to the customer as wishy-washy and unclear. Customer happiness will be different across different people that customer interacts with.
- Make sure you keep rules and create rules for reasons in line with customer happiness.
- Rules are there for a reason. Follow them.
- Speak up if someone you know is not following a rule because that will directly impact your happiness of your customers.
- Rules were created at your company because something was not working correctly. They were created to help your company and your employees work smarter and work better together.
If you don't follow the rules you set as a company there will be inconsistencies and this will cause problems internally as well as externally for your customers. Consistency in the whole process of a prospects interactions with your company across different functions as well as when they become a customer should be number 1 in your employees minds.
- There are always going to be rules put in place. That doesn't mean that you can't act like a human and think like a human.
- You should be aware of the rules and be aware that you need to follow them but if something doesn't feel right then you should speak up and try to change the rule.
- If you are on a call or in a meeting with a customer or a prospect and something doesn't feel human or feel right. Say something and tell them you will look into it to see what you should do.
- If you don't address things that don't feel human you will come off as insincere and that will create less happy customers.
If you feel like you are doing something that doesn't seem right or seem human, then it probably isn't. Voice your concerns and come up with reasons and plans to fix the issues to become more human and more real. Being perceived as real and human by your customers is key to customer happiness.
Consistency is important.
- Consistency internally across your organization is important because this will directly affect your customers and how they view your organization.
- You don't want to come across as an organization as inconsistent and doing things differently from one team to the next.
- Make sure internally at your company everyone is on the same page and create processes to help with consistency across teams and departments.
Make sure that if you see something that is not consistent that you make a change and take action there to fix that inconsistency.
If for some reason you aren't sure how something works from your process as a sales person, to the process after the customer buys, to when someone calls in to your support line, etc.- you should find out the process. Learn what you don't know. Hold yourself accountable for understanding. That understanding of process internally will directly impact your customers and their happiness levels. Make sure you fully understand what the customer experience is like at all stages as a customer.
Each person who touches the customer will be able to have a positive and more human impact on the experience that customer has. This process will help your company to have more happy customers and will also enable you to be more consistent across the organization.