Make an SOS Locker to Ace Customer Experience

Posted by Kristin Arnold on October 31, 2017

It seems like everyone is talking about the customer experience these days.  Employers are exhorting their team members to put a smile on your customers’ faces (internal and/or external) and create small, magical moments that turn into memories worthy of posting on social media.

But how do you do that when you are juggling a dozen different tasks, trying to get all your work done in a theoretical 8-hour workday?

The key is to make it easy and effortless to do.

As you are chatting with your customer, really listen with interest to the details of their lives.  What’s their passion?  What are they currently celebrating?  What do they like to do?  And, easy enough, what do they like to drink/eat?

When you establish a true connection AND have an “SOS locker,” then it’s easy to show your customers how much you care!

Okay, so what’s an SOS Locker?  It’s a “Stash of Stuff” – drawer, cabinet, or other storage area that has all kinds of things that (once personalized by you) will put a smile on your customers’ faces:

Greeting Cards with a handwritten note – anniversary, birthday, condolence, congratulations, get well, holiday, new baby, wedding – signify that you care. A simple handwritten thank you card is always appreciated!

Gift Cards to a shop or store that you know they frequently visit e.g. Starbucks, Panera Bread, or a cherished local vendor – it doesn’t have to be a huge sum of money, either!  (Try to stay away from an impersonal Walmart or Home Depot card – unless you know that they are moving into a new house or remodeling their current house!)

Toys for the kids.  Keep the kids engaged with balloons, a coloring book and crayons, a model of something that represents your brand (e.g. a model car for an automotive dealership), animal crackers, etc.

Trinkets.  A small gesture that ties into the occasion: A stuffed teddy bear or a “onesie” for a new baby, a bottle of champagne for the nuptials or anniversary, and the list can go on…depending on who your clients are!

Online.  Perhaps the occasion warrants something a little more special.  Godiva chocolates delivered to your home or workplace?  Flowers? A personalized card with a picture of the two of you on it?  Develop a relationship (and an account) with an online (or local) retailer who will make it easy for you to send a special something with a personal note.

What are some of the items you keep in your SOS Locker to delight your customers?

KRISTIN ARNOLD, MBA, CPF, CSP is a high stakes meeting facilitator and professional panel moderator.  She’s been facilitating teams of executives and managers in making better decisions and achieving greater results for over 20 years.  She is the author of the award-winning book, Boring to Bravo: Proven Presentation Techniques to Engage, Involve and Inspire Audiences to Action.

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