On a recent trip I arranged for a car service to pick me up at the airport. It was the first time I had been to this city in a long time and was anxious about my travel logistics.
While waiting at the airport, I learned that my flight was delayed. I called the car service and they told me not to worry since they tracked flights and would adjust my pick-up time accordingly. I was relieved. They indeed picked me up at the appropriate time and the rest of my trip went well.
This car service monitored changes that would impact the customer. They adjusted accordingly and delivered a quality experience.
Likewise, your company should anticipate changes to schedules, product, or circumstances that would impact your customer’s experience.
Don’t wait for the customer to notify you of problems and changes to plan. You can anticipate what could impact the customer and then monitor those things. When change happens, adjust as needed, and reassure the customer that everything will be handled.
When changes happen, customers start to get nervous. Doubt starts to creep into their mind. Will they still get what they paid for? Will they be left abandoned? How will this all turn out?
When you are monitoring changes that could impact customers, they no longer have that extra concern or stress on their mind. This, of course, will improve how your customer perceives the overall experience with your company.
Tell the Customer You Are Watching
One thing the car service on my trip could have done better was to let me know when I set up my reservation that they would be monitoring and adjusting for any changes. This would have been a great selling point to highlight when I was considering their services.
When you communicate that you are keeping an eye on things and will handle any issues, the customers’ confidence and trust in you grows.
Caring for the Customer
Ultimately, watching out for changing circumstances on behalf of the customer shows them that you are their ally. This type of customer care is rare so when you provide it, customers will notice the difference and return the favor with future business or word-of-mouth referrals.