Are You Giving Customers What They Want?

I had some thoughts on what people want from your business - it doesn't matter what industry you represent or whether you're a multinational conglomerate or a one-person office cleaning company.

First, stop and think about what you want when you're a customer:

timely service

good value

helpful or knowledgeable people

respect

What items would you add?

Thursday morning I was rushing to the office where I'm managing a few projects and the gas company was going to stop in and turn on our gas service. I had just enough time to make the office and greet the gas company technician, but I was passing a little bakery and figured I'd stop for a quick cup of coffee.

I pulled over, dashed in and I told the woman behind the counter I wanted a small coffee. I had to tell her twice. I was looking at the pastries and the coffee wasn't brewed. So she got the coffee started. I asked how long it would take and she replied about 2 minutes.

I waited and then she poured a cup and I bought a pastry, too. She asked if I wanted cream and I said, "sure." She walked back in to the bakery area while I started fidgeting. I thought, "they must not sell much coffee to people walking in off the street."

She came back and said she couldn't find any cream so would I want milk.

"Hmm," I wondered. "Could you get it fast?"

She dashed in to the kitchen, got the milk and I paid then ran out.

The coffee tasted good, the pastry was fine and both were $2.00.

I'll likely stop back when I'm in the area.

But all I wanted was a cup of coffee and it would have been nice if the coffee had been ready, or if she told me right away, "sure, but it'll take a couple of minutes. Do you mind?"

Because of the pressure on me, I was applying pressure to the business.

That day, I dealt with a client who was waiting for us to deliver their web site. I was the go-between from our side to the client's contact person. He wanted to know when certain elements were going to be due since they had a trade show and I was in the position of finding out.

How would I relate some of the delays and then ask for what they owed?

I softened the news by saying things will look great and it will function. But we'll need time to test the database.

Now, I was like the woman in the bakery waiting on the customer who wanted information.

I stopped myself: was the customer getting what they wanted from my team? And how would I diplomatically handle the situation?

Fortunately, we're delivering and continuing to do so today while they need to turn around information. I just want to make sure I can provide them with the best experience possible and the best service so they feel involved and respected in the process.

How have you made sure customers (or those who depend on you) get what they want from you?