Moments Of Disappointment And Delight

Moments Of Disappointment And Delight

There are plenty of moments during a customer’s journey that you can either disappoint or delight them.

First there are the expected moments you put the most attention in, often around the moments of service or transaction.

Then there are plenty of given moments that happen without you remembering you planned them: forms, feedback sheets, notifications, letters, and the alike.

Lastly, there are the moments of priming. This is the giving you do before you ask. It’s top-of-mind for you because you’re always working to get new customers.

With these three monumental factors, any slight error can lead to disappointment and I’m going to tell you where it often occurs: the basics.

The givens, the planned items, the situations that have been set into a routine are often the moments of most disappointment for customers. Why? Because owners think that there are pieces of the customer’s journey that they can set and forget… and that’s simply not true.

The second moment that creates disappointment is in the moments of priming. For some reason, we get so much more excited about trying this clever widget or offering that neat discount for new customers instead of getting excited about investing in the lifetime value the existing customers.

As result, the existing base feels jipped. They feel that they’d rather give their money to someone who wakes up and works to win their hearts (business) every day.

The resolution is as obvious as you would imagine: listen.

 

Stay Positive & It’s Easy To Delight When You Listen To What Disappoints

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In The Box Podcast

Episode 21: Advice, Delighting Customers, Practicing Patience And More – Podcast

On this episode of In The Box Podcast, we discussed how to acknowledge the viewpoint of others when you disagree with them, how to handle the desire for others to understand your point of view, how one can build patience, if it’s better to seek advice or wait until it’s given, and a couple of ways businesses can delight customers. Enjoy.

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Episode 21: Advice, Delighting Customers, Practicing Patience And More

Patience – What’s one way you practice patience?

Advice – Do you think it’s better to seek advice or wait for someone to give you advice without asking?

Acknowledge – What is one way to acknowledge the viewpoint of others even if you disagree?

Understanding – How much do you desire for others to understand your POV?

Delight customers – What is one way businesses can delight customers?

 

Stay Positive & It’s A Lot About Mental Preparation

In The Box Podcast

Episode 19: Interpretation, Delight, Place Of Anger And More – Podcast

On this episode of In The Box Podcast, we talked about the concept of forgive and forgetting. We also chatted about handling situations where someone interprets a situation differently than you, why it’s hard for businesses to delight customers, what it means to be a professional and if it’s possible to do good work when you’re angry.

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Forgiveness – Forgive and forget?

Interpretation – How do you handle a situation where someone interprets something completely differently than you?

Delight – Why is it so hard for businesses to delight customers?

Expert/Pro – What does it mean to be a professional or to go pro?

A place of anger – Do you find you do good work when you’re angry, fed up or frustrated?

 

Stay Positive & Focus On The Passion