On Friday, I was reminded of a key “difference that makes a difference” between businesses that make it easy for themselves to find out how to satisfy customers and those that make it hard. As you know, one of the keys to survival is to get frank feedback from customers about how well you’re serving them in general, and what you can do within the customer interaction to create a positive experience.

I was doing a seminar this past Friday at the Senator Inn in Augusta and needed a couple of adjustments to the room and needed to ask for a few simple things.

Each time, the staff person I dealt with responded in a way that communicated: “Glad to do that. Please don’t hesitate to ask for whatever you need.”

As I basked in the glow of these repeated positive experiences, I couldn’t help but think back on the many times I’ve dealt with employees at various venues who seemed quite put out with any request – including requests to fix mistakes they’ve made.

You know the attitude… the one that reeks of: “Alright… I’ll do my job and provide service to you if you insist… but don’t let it happen again”

When you and your employees demonstrate a sincere interest in hearing customer requests and a clear eagerness to please, you accomplish two key outcomes. First, you create a comfortable, welcoming experience for the customer that communicates: “Serving you is a pleasure!”.

Second, by responding cheerfully and eagerly to requests, you make it likely that your more introverted, reticent customers or clients will tell you what they need in order to be happy…. Rather than leave unhappy and doing business with your competitors.

So… are you making it comfortable for your customers or clients to let you know how you can please them? Are your employees?

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