Most of us have certain routines we subconsciously perform. How we brush our teeth. How we dry ourselves after the shower. How we position ourselves when driving. No thinking needed. It is just autopilot. The same can be said for business operations. Many have autopilot procedures and systems, some of which might not be the optimum way to ensure an excellent customer service interaction. I fell into this trap myself recently.
I am getting a house ready for summer weekly renting. All I focused on was clean and cozy. I thought I was a genius for coming up with the idea to label all the light plates so folks would not have to flip four switches to turn a correct light on. The young lady helping me, Paige, services other turnover properties in the area. She offered several ideas that she has seen at some of her other rentals, none of which were anywhere on my radar. Fresh flowers and welcome note when they arrive; a basket of local products to greet them; a file of brochures of things to do in the area as some examples. Now my rental is not only going to be immaculate but personalized. Step back and take a look at whether or not your company’s best practices are ideal in setting the stage for a stand out customer experience. Or, like me, ask your Paige.