{"id":6332,"date":"2013-08-27T17:04:33","date_gmt":"2013-08-27T16:04:33","guid":{"rendered":"https:\/\/www.adrianswinscoe.com\/blog\/?p=6332"},"modified":"2013-08-27T17:04:33","modified_gmt":"2013-08-27T16:04:33","slug":"removing-the-grit-from-your-customer-or-client-experience","status":"publish","type":"post","link":"https:\/\/www.adrianswinscoe.com\/2013\/08\/removing-the-grit-from-your-customer-or-client-experience\/","title":{"rendered":"Removing The ‘Grit’ From Your Customer Or Client Experience"},"content":{"rendered":"

\"Relief\"<\/a><\/p>\n

Today, I want to share with you an idea about removing the \u2018grit\u2019 from your customer or client experience. But, first I want to start with a story.<\/p>\n

Imagine that you are taking a walk from A to B and you notice that you have a piece of grit (small stone) in your shoe. Now, you are in a hurry and it doesn\u2019t hurt that much so you don\u2019t stop to remove it. However, it\u2019s always there and once you arrive at your destination, what do you remember about your journey. The grit in your shoe, right?<\/p>\n

I think that\u2019s to do with how the memory works and the fact that we, generally, remember feelings better than anything else.<\/p>\n

Maya Angelou<\/a><\/span> had a great way of putting it when she said:<\/p>\n

\n

\u201cPeople may not remember exactly what you did or what you said, but they will always remember how you made them feel\u201d<\/p>\n<\/blockquote>\n

Now, imagine if we apply that same principle to customer service or customer experience.<\/p>\n

Is there \u2018grit\u2019 in your customer service or customer experience?<\/p>\n

When I say \u2018grit\u2019, I mean the little things that don\u2019t go as smoothly as they could or the things that are just not bad enough for your customers to complain or do something about. But, they are just bad enough that they\u2019ll remember them.<\/p>\n

And, if there is \u2018grit\u2019 in your customer service or customer experience then it\u2019s probably affecting your customer loyalty, retention and advocacy as well.<\/p>\n

So, how do we go about locating and removing the \u2018grit\u201d? I would suggest that the best way to find out is to ask and here\u2019s a question that I have suggested that my clients ask their customers:<\/p>\n

Is there anything that we do, however slight, that annoys you or has annoyed you in the past?<\/i><\/b><\/p>\n

To ask this question can take courage and time and we need to be open to the answers. But, it is worth asking.<\/p>\n

Moreover, I also don\u2019t think that we should try and second guess what the \u2018grit\u2019 may or may not be and resort to using quantitative survey methods to shoehorn customers answers into \u2018boxes\u2019, boxes that make sense to us and our systems and processes.<\/p>\n

Rather, I find it\u2019s best to leave the question and the responses open. Let your customers answer in their own words as it\u2019ll tell you so much more about how they feel and what they experienced.<\/p>\n

So, here\u2019s to finding the \u2018grit\u2019 in your customer experience and removing it. Who\u2019s up for it?<\/p>\n

This post was originally posted on Forbes here<\/a>.<\/p>\n

Photo Credit: amasc<\/a> via Compfight<\/a> cc<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Today, I want to share with you an idea about removing the \u2018grit\u2019 from your customer or client experience. But, first I want to start with [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[172,6,27,142,13,15],"tags":[780,141,175,344,1562],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/posts\/6332"}],"collection":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/comments?post=6332"}],"version-history":[{"count":0,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/posts\/6332\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/media?parent=6332"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/categories?post=6332"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.adrianswinscoe.com\/wp-json\/wp\/v2\/tags?post=6332"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}