Recently I needed to use Bing instead of Google and while I was there, I grabbed a map to a meeting. Â As I drove to my destination, I noticed the last item on the list of directions: “If you pass Main St., you have gone too far.” Â Clouds parted, there was choral music, the sun came down in a beam to hit my car, you get the picture. What’s all the fuss about? Â I am completely directionally challenged. Â I can’t get anywhere without a map and my GPS and even then I screw it up. Â So the standard map I get from Google and others is okay, but I never have the confidence that I’m in the right place until I arrive. Â This little statement at the end of the direction list gave me the confidence I needed to get there without as much stress. Nice.
So what things do you offer your customers that would relieve stress like this? Â For instance, a client has a problem and you need to research it. What if instead of just telling them you will call back, tell them you will call back by a certain day/time. Â And then tell them if for some reason they haven’t heard from you, they can call you. Â Now, they can put this issue out of their minds until that day / time.
Another great way to do this is to ask customers how they use your product/service/website/etc. If Google had called I would have told them I print a map to go with my GPS because I need something else to make me feel better about getting somewhere. In talking, they would have gotten the need for that little statement at the end of the directions.
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