Put Yourself In Their Shoes

How does it feel to do business with you? What does it feel like to be your customer? What is it like to wait on hold for one of your customer service representatives? What does it feel like to have staff ignore you while they carry on personal conversations? What does it feel like to get excuses when trying to get a resolution to a problem? Last week on a Mojo One-To-One call, the head of a national organisation said he was going to spend a few days with members of his sales team, working the phones, and talking to customers. He said he wanted to remember what it felt like to be a customer of his business. I thought this was a profound question that company leaders should ask. So many leaders get caught up in to-do lists, meetings, emails, and the hustle of business, that they forget what it is like to be the customer or client. Put yourself in the shoes of your customer and see how well you are doing. Be honest. The insights will come only when you are authentic and do not sugarcoat what is going on. Celebrate the good, and fix the not so good. © GB