The week before my ski vacation, the clip on my climbing skins broke. This clip is a small plastic piece that is essential to the success of my upcoming trip and is not available locally, so I turned to my friends at Skimo Co in Salt Lake City, whom I’ve raved about in the past. I know they can be relied upon when it comes to matters such as this immense first world problem, and take it very seriously.
On their website, I found the part and began the ordering process. I wondered if I need to do expedited shipping or would the regular process work? So I quickly called, and Jason assured me it would be put in the mail today, no need to pay for faster shipping.
The part arrived in a few days with a note wishing me merry adventures. I had plenty of time before my trip. I was so pleased, I took the time to write a five-star Google (rave) Review when the email arrived asking me to do so.
I don’t write reviews a lot. Do you? I threaten aloud (not to the companies) to do it all the time, like on the actual ski vacation in Nelson BC, which I am on now as I type this. Our Airbnb has been the butt of many jokes all week long. It looked great on the listing, but we soon realized descriptions and photos can be deceiving.
We can’t stop talking about how dysfunctional the design is. Really, no one put any thought into actually living in the house. I’d even go so far as to question if the designers and builders have ever lived in a home before. We all keep adding to the list of grievances in the “AIR QUOTE” review we are going to write when we check out.
When clients ask me how to get their customers to talk about them on the socials, by leaving reviews or even just word of mouth, I tell them this:
There are two reasons people will talk about you. One of the reasons is NOT because you asked them to.
They’ll talk about you either because you blew them away, or because you pissed them off.
And because we certainly don’t want them talking about you when you pissed them off, your customer experience is a YUGE chapter in your story.
You’ve courted them. You’ve made your promises. Now you have to deliver on those promises. Kind of like making your vows and sticking to them.
We can’t take our buyers for granted just like we don’t take our spouses for granted. (You don’t do that, right?).
There are four phases to the customer experience, and it starts with the purchase process, and how easy that is, through to the usage, support when needed, and evaluation <— that’s the tell part.
From the moment you kiss and say “I do” to the moment where they tell, are you giving your buyers a good reason to kiss and tell?
While I have you, maybe bring home some flowers for your spouse today. Just because.
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