Looking at your business through the eyes of your customers could make you aware that you are sending mixed messages and not all of them are delightful.
Day in and day out the federal government is telling us that the dollar is weak, but why aren’t they doing everything they possibly can to encourage tourism?
Maybe I’m wrong and they actually are right, but I seriously doubt you can prove it by going through immigration at LAX.
I did this as an experiment but the findings weren’t really to my liking. The guy in charge that was ensuring passengers ended up in the correct line to enter our country spent the entire time between yelling and yawning. Thus, this has lead me to believe that said person considers that people who do not have English as a first language cannot really grasp the message if he doesn’t raise his voice.
After clearing customs, things aren’t getting a turn for the better especially if you’re taking a flight within the United States. Each of us probably has an awful experience with TSA. If you’re wondering how things happen on Amtrak, I hate to be the bearer of bad news: the same thing happened; the same yelling and irresponsible behavior.
I was surprised to be yelled at for things such as: Should your ticket be on a smartphone, make sure the settings are adjusted so that I can read it. Don’t put anything on the seat next to you. Paper towels should not be thrown on the rest room floor.
I’m not looking for approval, that’s not why I’m telling you this. You probably have your own examples. The reason I’m doing it, is to get you to rethink how welcoming your business actually is.
It’s a given that you are not as rude as the people I just talked about. At least not knowingly.
However, that’s exactly the point. Maybe you actually are doing some things wrong and you’re not even aware of it.
A part of me understands, it’s your business after all and looking at it from an objective perspective may prove difficult at times. So here are three suggestions which may help you avoid losing customers:
1. At least four times a year call your main phone number or have somebody else call for you and put them on speaker. Are you happy with how your employees answer or the time before someone picks up? After having the conversation do you still perceive your company as being welcoming?
2. Go check your website. Do you feel engaged? Does it have a user-friendly aspect and sending the message you want?
3. Pay close attention to conversations between your employees and customers and potential customers. How do you feel about the way the conversation went?
Related: 5 Ways to Build Customer Loyalty
Despite being yelled at, I highly doubt that someone in the immigration line decided to turn back and go home simply because they were yelled at. However, their perception about their time in the United States will be greatly influenced. However, when it all comes down to your business, being off-putting could spell disaster, thus making the interaction end before it actually begins.