The realities your customers face when dealing with your company may not seem to be a big deal to you. However, to your customer, they are everything in that moment.
How you acknowledge this reality will greatly influence your customer’s perception of you.
In doing my taxes this year, I noticed a slow loading time with the software I was using. Typical software simply states “loading…” and leaves you hanging for resolution.
After the initial “loading…” type screen, this software stated:
OK, we know it is taking a little more than a moment…
This made me smile. It was subtle yet powerful. It was personal and reassuring. It was as if someone was talking to me.
Shortly after reading that message, the software loaded and I went on my way with my taxes.
It is totally acceptable to acknowledge the obvious to a customer.
You confirm that you know what is happening and don’t leave the customer guessing if this is normal or if they are stuck forever.
When customers are waiting, it is a perfect time to engage them.
During wait times, you can inform, educate, enlighten, and entertain customers.
Don’t let the opportunity pass by without acknowledging the customer reality.
Call it what it is. Speak in ways that resonate with the customer. Help them feel like they aren’t alone.