by Marilyn
What if we put Orchids in the bathrooms to add a feeling of luxury to the customer experience?
What if we offer a free dinner to patrons when we can’t help them with their requests?
What if we made a video of ”a day in the life” of our typical upset customers so employees will feel compassion for their pain?
“What if” questions allow creative and profitable ideas to take form. To make it work for your company, resist the urge to reject any idea until they’re all on the table. Sometimes employees second-guess their “what if” idea before they even say it. If this starts happening, introduce a squeeze toy, beach ball, or other soft object. Take turns throwing the object. Whoever catches it must say whatever comes to mind no matter how silly. Have someone take notes as the object is thrown from one person to another. When the ball is in your hands, it’s your turn to say something like, “What if we send handwritten notes to all our new customers.”
Even the best ideas can be easy to dismiss. Read on to see how three companies got breakthrough results in exceeding customer expectations.
Read more at : What If? Un processus simple pour le dépassement des attentes des clients | Qui est votre Gladys? Conseils d'experts | Service à la clientèle et conseils
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