Imagine this: You’re rushing to an important meeting, already running late. Your phone buzzes — it’s your bank. There’s been some “suspicious activity” on your account. Great, just what you needed today. 

You dial the customer service number, bracing yourself for what’s to come. The all-too-familiar automated voice greets you. After navigating a labyrinth of menu options, you finally hear those dreaded words: “All our representatives are currently busy. Your estimated wait time is… 47 minutes.” 

Your blood pressure rises. You don’t have 47 minutes! So you sit through the important meeting distracted by your bank’s ominous message. 

47 Tasks You Should Never Do

You get out of the meeting and sit in a parking lot on hold, missing your lunch. Finally, a human voice! You exhale in relief, only to deflate again as you realize the representative can’t help you. “I’ll need to transfer you to our security department,” they say. And just like that, you’re back in the queue. 

You’ve wasted an hour of your day. And your problem is still unresolved. 

As you promise yourself you’ll switch banks tomorrow, you can’t help but wonder: Do your customers ever feel this frustrated when they contact your business?  

This nightmarish scenario might seem extreme, but we’ve all been there in one form or another — feeling invisible, unappreciated, and frankly, a bit hurt. It’s not just about a failed interaction. It’s about feeling like our loyalty and business mean nothing. Your time has been sacrificed for their cost savings.  

But here’s the thing: as customers, we are important! Our time is valuable, and our stress levels are already sky-high. We don’t have room for a company’s glitches or an employee’s bad day. We pay for a promise to be kept, and we expect just that — a promise kept! 

But too often, we run into the opposite: 

• Unhelpful or rude representatives

• Complicated processes

• Lack of transparency in pricing or terms of service

• No concern for feedback

• Inconsistent experiences

It’s maddening, isn’t it?  

As business owners, we need to remember these bad feelings we’ve had as customers. They remind us that we’re not just selling a product or service. We’re selling an experience, a feeling, a vision of what that product or service will bring to our customers’ lives. From the very first interaction, we have the opportunity — and responsibility — to guide them on a positive journey.  

At HireSmart Virtual Employees, we’ve spent the last decade focusing on this very principle. It’s why we’ve achieved a 98% successful placement rate and helped our clients save $56 million a year in payroll costs. We understand that every interaction matters.

So, how can you ensure your customers feel valued and their experiences are positive? Here are five strategies I’ve found to be game-changers: 

1. Focus First on Employees: A business where employees feel unappreciated will inevitably pass that vibe on to customers. Develop an employee value plan alongside your customer journey. Show your team how they’ll grow by staying with you.

2. Train for Mindfulness and Availability: Teach your team to be truly present for each customer. Encourage them to apply the Golden Rule: “How would I feel if I were the customer in this situation?” This empathy can transform interactions.

3. Offer Exceptional Post-Purchase Support: The sale is just the beginning. Provide comprehensive support after purchase – guides, tutorials, and coaching sessions. Reach out proactively to ensure satisfaction.

4. Aggressively Pursue Feedback: Don’t wait for complaints. Regularly assess customer satisfaction through surveys, ratings, and social media analysis. Use this data to improve and then communicate those improvements back to your customers.

5. Budget for Annual Surprises: Set aside part of your marketing budget for loyal customer appreciation. This could be a unique gift, an exclusive offer, or a personalized experience. The unexpected gesture strengthens the emotional connection to your brand.

A company’s treatment of its customers lays the groundwork for the entire relationship. When that foundation is shaky — like in our imaginary banking nightmare — customer loyalty begins to crumble.  

But here’s the good news: companies that prioritize customer experience at every touchpoint build something that stands the test of time. They create not a purgatory where customers feel stranded, but a home they want to return to again and again. 

Anne Lackey’s Company Offers a Unique Virtual Solution for Staffing Issues

At HireSmart Virtual Employees, we’re committed to helping businesses create these positive customer experiences. Our VEs are extensions of your team, trained to provide exceptional service and build lasting relationships. They can manage regular check-ins, maintain detailed customer profiles for personalized interactions, and handle routine tasks so your in-house team can focus on complex issues. 

One of our clients shared this about their HireSmart VE: “Althea is always ready to lend a helping hand and is genuinely interested in learning. She goes the extra mile for customer service and diligently keeps detailed notes to prevent any issues from slipping through the cracks.” 

This level of dedication is what turns customers into loyal advocates who not only return but enthusiastically recommend your business to others. 

Want to Build a Business for the Long Haul?

Take a moment to reflect on your recent customer interactions. Are you building a home your customers want to return to? Or are you trapping them in a customer service nightmare? If you find any hint of the latter, what can you do to change that? Remember, sometimes the smallest gestures can make the biggest impact. 

We would love to help you elevate your customer experience game. Let’s talk about how a HireSmart Virtual Employee can help you create more meaningful, personalized interactions for your customers.

Click here to schedule a consultation, and let’s explore how we can help you turn your customers into your biggest fans.