The businesses that rank extremely high in customer satisfaction, implement a strategy called “implementation of intentions”. This is “if then planning.” For example if a business is late with the delivery of an item to its customer, it can offer a token gift to reset that customers internal clock. Most customers are more sympathetic when a solution to their problem is trying to be reached, and therefore becomes more accommodating. By being proactive many complaints could be avoided. This approach also can be used if the circumstance is less then ideal for the customer; i.e. A salesperson must, especially in smaller retail environments, be able to assist their customers, helping them find sizes, staying past closing times… A sales person must always use good judgement in all customer interactions.
Sometimes the sales staff may have to be innovative, to show what lengths they are willing to go for their customer to have a satisfying experience. By being attentive to a customers needs, staff should develop practices for meeting those needs. If a customer is unable to find an item that the outlet usually stocks, then that customer should be contacted when those items are re stocked. The customer now feels his needs have been acknowledged, and is pleased with the service he has received.
There are no shortcuts to anyplace worth going. Companies that seize their opportunity to deliver outstanding customer service will likely earn customers for life. If a business is just as concerned about the next transaction, as it is with the current one, they are likely on the right track.
