Customers are paying for their experience, not your service.

Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Customers are paying for their experience. It’s ALL about them, NEVER about us. To them, perception is reality. Image is everything. Feelings are facts. And they buy with emotion and justify that decision with reason. 

Some customer service people will believe that customers will understand and be empathetic to the new employee. I get it. Customers will get it, too, but many are not going to like it. Customers are paying for THEIR experience. And they seek the best value in their experience, so, someone saying, “I’m in training” is, bluntly, a poor one. When someone new doesn’t say anything, the customer feels that the person must be knowledgeable and the problem is difficult. But that’s OK because the problem is the problem. But when someone says, “I’m new here,” that’s not OK, in fact, dissatisfying because the problem is not the problem. The problem is the person. They will leave and rant to others via social media. Customers thinking about coming to your company will decide otherwise because of his rants. It doesn’t have to be a customer they know. If you say you’re great, that’s advertising, but on social media, if they say you’re poor, that’s the truth. People are talking about you, whether you like it or not, whether you know it or not. You can give them a story that “We’re new here,” or be new here but not tell them. You decide.

The customer is paying for his experience, not your company’s service. Customers don’t care how many new people you have hired. They don’t care if self-service works for you or not. And customers don’t care if you think scripting will or will not work. What they care about is how big you care about them. New employees or not, self-service or not, scripting or not. To a complaining customer, you are not a representative of the company. You ARE the company. So own it. Be the CEO of the moment. DO take it personally. DO take it professionally. Just DON’T take it home. Simply apologize. DON’T offer an explanation. Customers feel that your explanation is an excuse. Customers want action, not excuses. Just do whatever it takes to fix it fast.

And when all alternatives don’t work, DON’T fire the customer. Simply ask him to resign. “I’m sorry but we aren’t able to resolve your problem. Could I recommend Brand X for your solution? I could contact them if you like.” Both are happy. And both will remember. The customer is happy because he has a  fix. He has an emotional connection with you. The more emotional the connection, the more memorable the experience, the more loyal the customer. And loyal customers will return.  Ideally, he will come back to you. The competitor is happy because you recommended them. Later when one of them cannot resolve the problem for the customer, they will recommend you. A Mutual Admiration Society of Sorts.

So you decide. Are you telling customers you are or have people who are in training? Or do you simply not say anything and do whatever it takes to fix the problem, even if it means going to a competitor? Whatever you decide, customers will decide, too.


Filed under Customer Service

3 responses to “Customers are paying for their experience, not your service.

  1. Kind Wave

    Re “perception is reality”

    The MISLEADING FAKE mantra of “perception is reality” is a product of a fake sick culture that has indoctrinated its “dumbed down” (therefore TRULY ignorant, therefore easy to control) people with many such manipulative slogans. You can find the proof that perception is commonly NOT reality in the article “The 2 Married Pink Elephants In The Historical Room –The Holocaustal Covid-19 Coronavirus Madness: A Sociological Perspective & Historical Assessment Of The Covid “Phenomenon”” …

    “2 weeks to flatten the curve has turned into…3 shots to feed your family!” — Unknown

    ““We’re all in this together” is a tribal maxim. Even there, it’s a con, because the tribal leaders use it to enforce loyalty and submission. … The unity of compliance.” — Jon Rappoport, Investigative Journalist

  2. Thank you very much, Kind Wave. I appreciate your open and honest comment. And I appreciate you. But I hope we can agree to disagree. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters.

    Customers pay for THEIR own irrational, idiosyncratic, human experience. Whether you, a psychologist or anyone else can or cannot manipulate them, THEIR perception is their own personal reality. Of course, some people can be manipulated, because they feel it is THEIR personal reality. Your perception, for example, that people can be manipulated, is your own personal reality. But my perception that anyone else cannot is mine.

    ‘”We’re all in this together” is a tribal maxim’ because you perceive it is. I do not.

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