When there is a question or problem, as a customer I need just one thing: Find the solution and let me get back to what I was doing before. Avoidance doesn’t fix the problem. Giving excuses doesn’t fix the problem. Bombarding with with kindness doesn’t fix the problem too. Without that rule, it’s like having a fancy car that just wouldn’t start!
There is one rule for companies which really work: make everything easy for your customers. When people have to re-explain the issue, answer a lot of emails, or fight company policies – they don’t really care in the end if the problem was fixed. Without that approach, your customers will take the ball and go play somewhere else. Where there is no blood, sweat and tears.
70% of customers will continue to do business with you if you resolve their complaint. But 95% will continue if you resolve it immediately. Problems happen, but nobody exactly welcomes a waiting time, especially in our day and age. Disobey this rule and you will be considered dead and will easily lose a lot of loyalty and new leads.
Many companies act as if we loved the formal treatment. Well, it’s the exact opposite. When talking with someone who treats us like a friend, shows positive emotions and don’t just read a script, we want to sing like James Brown: I feel good! We love companies with a human face. Without it, you can hire Siri to answer people’s questions.
It is impossible to make great things without a lot of money and effort, right? Wrong! Think of it. The richest companies usually offer not-so-good customer experience. Everybody loves these simple, little things that cost nothing, like thanking them by name. Without that rule, you’re missing on an amazing chance to make a powerful impression.
It seems that only big companies are worthy of attention and admiration. Meanwhile, it is the small companies that try harder and move our world forward. Instead of ties, we prefer pillows in the office. For us, pillows mean being comfortable and taking care of people. Let’s appreciate all the small businesses and all the wonderful people who work for them!
You can implement Five Rules by the use of some very expensive software that – let’s face it – probably doesn’t live by them. Or… you can use 5pillows app that’s built specifically for our approach: Make it fixed, easy, fast, human and magic.