Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer, Shep Hyken, Jeanne Bliss, and Ian Golding to spotlight modern customer experience excellence. Get the latest content by bookmarking smartercx.com/unforgettable.
In episode 13 of Unforgettable, Jeanne Bliss talks about how you can be more available to your customers by valuing their time. When your customer’s urgency becomes your urgency, worry and concern are replaced with peace of mind. A great example being Dignity Health, the fifth-largest health care system in the United States, as a company that creates experiences with this in mind. Customers remember you for the service you deliver—it’s the little things that add up and let them know you put them first. Watch more:
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Hi, I’m Jeanne Bliss, customer experience and leadership expert, bringing you episode 13 of Unforgettable, the show about great customer experiences. Today, I want to talk to you about keeping customer time.
When you honor people’s time, when their urgency is your urgency, worry and concern are replaced with peace of mind. The shoulders relax. The dialing and texting and not knowing doesn’t begin. Customers remember you for the service you deliver, not the energy expended to receive it.
Think of your own life as a customer. How many times have you had to alter your schedule to accommodate a company that was supposed to be serving you? Why, for example, do many dry cleaners stay open until only 5:00 or 6:00 p.m.? Or why do we have to stay home all morning to get the fridge repaired?
According to a survey conducted by CNN Money, 58% of all Americans said that they have waited for in-home appointments for the cable guy and other in-home service people an average of four and a half hours. That waiting game continues beyond the cable guy, to customers in nearly every industry.
But there are great companies around the world working hard to respect customers’ time. For example, Dignity Health, the fifth-largest health care system in the United States, has established an online ER waiting room for non-life threatening emergencies. Called the Emergency Care Waiting Service, you select the most convenient location, then on an app or page that looks like you’re booking a table for a restaurant, you simply select the available time that’s most convenient for you. Then you go to the hospital, and you get taken care of.
They’ve taken the frustration of waiting out of the waiting room. “No one plans a trip to the emergency department, but it’s at these moments that patients need kindness the most,” the page introducing this service says.
What can you do in your business to keep customer time? Make their clock your clock.