I went into a store today to buy a $100 gift card. The clerk had clearly never created one before and asked me questions about how to do it. Then handed me the card- which supposedly was now activated with the $100 I had just paid. I questioned her- to make sure it was done correctly. She would not look at me and said “Read your Receipt” brusquely. I persisted in trying to find out how to know it was done correctly- she then told me my receipt was all I needed. Wow! From a customer’s perspective, that was a bad experience. No consideration given to ensure customer satisfaction.

This incident had me think about how what we do to serve our customers may not be designed from the customer’s perspective. Are the systems I use in my business set up for my convenience or to enhance my customer’s experience.

I know for certain that when I personally work with my clients, I fulfill on making sure they are taken care of, that they are satisfied and even delighted. But what about the little things- the emails, the contracts, the way I set appointments? I know that I am going to take the opportunity to examine all the parts of my business from a question: “What is my customer’s experience? and..Can I enhance it?”

I thank the clerk today who was not committed to customer service satisfaction for opening my eyes and enhancing my business.