What it Means to Exercise Patience in Customer Experience

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There are days that I find my patience in short supply. And, when it comes to creating the perfect customer experience, my patience tend to wear thinner than ever. I’d like to think that it’s because when it comes to customers, I can never give them enough Purple Goldfish soon enough. Why? Call me a perfectionist. At the end of their purchase/inquiry/experience I want each customer to feel like a person–not a number. After all, that is one of the utmost basics of what makes for a successful Purple Goldfish foundation. By doing those little extras to improve customer experience, I also make each customer an individual–and customers like that. They talk to their friends about it, my sales will probably go up, and my business grows.

Perhaps that’s why, when it comes to generating patience toward figuring out exactly what will keep that ball rolling, I’m…well…impatient. Needless to say that when I came across the article titled “Start with Patience” by Thorin Klosowski I found myself drawn in immediately. Consider these words by Klosowski:

When we we’re impatient, we look for shortcuts. When we take shortcuts, we tend to get sloppy or make bad decisions. This is fine when you don’t care about the quality of work, say, you’re just throwing together dinner for the night or tossing together an invitation to a neighborhood barbecue. When you’re looking for ways to avoid the work because you want a result without the effort, shortcuts are problematic.”

Needless to say these words really hit home, especially as they speak to the overall customer experience. Obviously Klosowski’s words are something that I knew on a subconscious level, but having it written out is what caught my attention and made me stop to THINK about it.

You see, when it comes to Purple Goldfish, it’s imperative to not become impatient. As much as I want to find the magic shortcut for making customer experiences on my website perfect every single time–quality work just doesn’t happen that way. There are surveys that must be done, analytics that must be studied, and length of engagement times that must be considered. There are website redesigns, social media overhauls, and even updated versions of books that must be released in order to keep customers as satisfied as possible. Perhaps the most maddening thing is that there’s no shortcut for any of this because creating successful customer engagement never stops.

The more time you spend coming up with G.L.U.E. (Giving Little Unexpected Extras) the more you will improve the experience of your customers. Dedicate yourself to learning who your followers are, why they care about your product or service, and what you can do to keep them interested. It’s work that requires diligence and patience–but it will most certainly pay off in the long run.