Think You Already Know What Your Clients Think of You?

Recently, I’ve been busy planning my class reunion.  I’m looking forward to seeing everyone again after so many years!  Interestingly enough, if people say they aren’t able to come, I automatically feel it is something I’ve said or done.  I take it personally.  And yet, when I follow up to find out the reason, I always find out it has nothing to do with me (or that’s been the case so far anyway!).  The individuals may have a conflict in their schedule, nowhere to stay, or a host of other reasons as to why they can’t attend.  Once I understand the reason, we’re sometimes able to find a solution to their issue.

Sometimes our perception of whether or not we are delivering a great service experience is similar to my initial reaction when people tell me they are unable to attend the reunion.  We feel we know what our clients are thinking and experiencing; we may even feel we know what is important to our clients, but unless we objectively and regularly ask for feedback and ensure alignment within our behavior and organization, we cannot be totally positive that our clients are having the type of experiences that will drive client loyalty. 

Don’t believe me?  Take a minute and click on this link to see a fun video. 

How did you do?  If you did well on that (and even if you didn’t!) watch this video. I know that even I missed what was going on in this second video initially. 

The thing is, if we miss why our clients behave in certain ways, or don’t fully understand what is important to them, our perception could be that our clients are having a great experience, when nothing could be further from the truth.  And as for my class reunion?  I am trying not to take it so personally, because I  realize whether they attend or not probably has nothing to do with me.    All I can do is follow-up and make sure I’m doing everything possible so everyone feels welcome and has a great experience when they are there.