• Skip to main content
  • Skip to primary sidebar
  • Skip to footer

Melissa Galt

Interior Design Business Coach

  • Meet Melissa
  • Work with Me
  • PODCAST
  • Books
  • Blog
  • Contact

3 Must Haves for a Happy Customer Experience in Every Business

With my recent extensive and intensive experience with Apple, I am more qualified than usual to share with you three BASICS you must have to create and sustain a happy customer experience.  Face facts, it isn’t enough to sell your product or services, you have to ensure that your sale is satisfying and leaves your customer or client feeling good (even great) about you and your business. Customer service isn’t rocket science and it is the cornerstone of every successful business, yet I am amazed at how easily it can be botched and leave a permanent scar. That scar by the way manifests itself in stories retold countless times of how bad an experience was . . . I have already managed to scare a handful of colleagues about switching to MAC and I’m not even fully there yet.

So, let’s cut to the chase and look at these three MUST HAVES:

1) Get Your Customer’s Name Right, Spelled and Pronounced.

Now I realize that this may sound no-brainer to you, it did to me too. But having purchased both an IMAC and a Macbook Pro (hey when I make a move, I jump in with both feet) only to find that on every screen, inside every program and license, my name was misspelled it became a big hairy deal.

Today, there is little more precious to each of us than our name. It is what every website asks for along with our email and it has to be spelled correctly. Now I’ve had Galt misspelled plenty of times with a change to Gault, it makes me cringe but I deal with it. Apple tortured my first name in every single location and then some with Milissa instead of Melissa. And to add insult to injury, correcting it would entail reloading all software programs where this appears, YIKES.

2) Don’t Promise What You Don’t Deliver

I will do another post soon on setting customer expectations because it is vital to your business success. Right now, I’ll just hit the tip of this enormous iceberg.

In the case of Apple, even their phone message that you get at every call, clearly states “set up your device just the way you like it.”  And when I went to purchase I invested three hours on a Saturday night to ensure they were crystal clear on my expectations based on what they’d promised in their advertising and their scripts that the sales people used. (Can we please skip the Genius monikers, these guys and gals clearly weren’t or I’d have had a much better experience.) And yet, I had a mess on my hands when I went to turn on and use the IMAC (haven’t touched the laptop yet, but it is a copy so betting the same.)

They had ensured me they’d move all files over and it would be set up as I requested. That included files being in the same order as on my PC. NOT! Instead the alleged geniuses (I have a much better name, but am too PC to share it) took every file I had on my PC and put it in a virtual blender at high speed on disorganize. The files on the IMAC bear no resemblance to those on my PC and it is going to take considerable time to sort it out. It is  more likely I’ll have them dumped and reinstalled in an orderly fashion by an outside tech, more monies out of pocket when they’d promised “just the way you like it.”

3) Be Easy to Reach

We’ve all learned to master those annoying multi push button phone systems that the giants like American Express, Verizon, and more use. You just keep hitting zero until the system delivers a human being (or you use a dialtone phone, yeah right!) But what to do when you’ve made a major purchase and each time you call you have to go through a system that doesn’t have a zero option or worse, it cues you behind all other calls giving no preference as a new customer. This is how Apple works if you have to reach the store, and leaving a message for a specific person because you don’t want to repeat your story six million times is fruitless as messages are never relayed despite promises from any Nick, Marcus, Tom, Dick, Harry, or Jessica answering the phone. YIKES, really?????

Every sale I’ve ever made, I give my client my cell phone and easy access for questions, challenges or praise (yes, it does happen!) I bet you do to, and if you don’t you will now. Here’s the trick, if you have a staff working for you, you must train them to get messages to you post haste. A new customer is at that precarious place where they can either teeter into total satisfaction or fall into the abyss of buyer’s remorse and once in the abyss it is very hard to fish them out.  I’m in the abyss. Yes, I can still return the product, but that means I’ve been beat, and I’m no quitter!

There is a lot more I can share on these three and I’m betting you can too, so I’d like to hear your favorite BAD or GOOD CUSTOMER SERVICE story, c’mon now, dish it here.

Oh and if you aren’t already following me, find me  on Facebook, Linkedin, or Twitter all.

Filed Under: Best Business Practices, Business Development, Marketing Strategies, Melissa Galt, Success Habits Tagged With: Business Development, Business Success, Business Tips, Relationship Marketing

Previous
Next

Reader Interactions

Comments

  1. Sharon O'Day says

    January 8, 2012 at 9:46 am

    Melissa, glad you’re staying in for Round Two, if as proof of resilience alone. Apple’s innovation and clean “start-from-scratch” operating system updates (as opposed to PC’s “patch-upon-patch”) are its strengths. But you’re right in saying that they have so touted their extraordinary customer support … and outright failed you on their loudest sales argument. Great lesson to us all! (Fingers crossed for this coming week!) 😉

    Reply
    • Melissa Galt says

      January 8, 2012 at 7:34 pm

      Thanks Sharon,

      Fingers are crossed, still working through issues and likely be the week before I make a decision. On PC for this.

      Hugs, Melissa

      Reply
  2. Cheri Ruskus says

    January 8, 2012 at 11:40 am

    Hang in there Melissa!
    Also Keep in mind the song lyrics – “One bad apple don’t spoil the whole bunch.” You have had someone get you off to a bad start but I love apple and the service I have had with our “geniuses” here in Colorado. Pull in some management from your local store and I think you will be pleasantly surprised at how they jump to action. Again they have just always been so awesome for me in 25+ years I have been dealing with them that I am sad to hear you so disheartened!
    Keep the faith!
    Cheri

    Reply
    • Melissa Galt says

      January 8, 2012 at 7:35 pm

      Thanks Cheri,

      Clearly your geniuses are another breed! There is a whole store full of geeks (non-genius) that got me off to a bad Apple start.

      Hugs, Melissa

      Reply
  3. Nanette says

    January 8, 2012 at 1:39 pm

    I’m finding it interesting that with all the “listening” that we’ve been taught is the best way to use social media, that someone higher up in Apple has not staged a customer service “intervention” yet. Frankly, for a company that is supposed to be in the “great” category, this is the most surprising thing of all to me. Certainly, all customers should be treated equally as well, but given your proven reach I would think someone in Apple management would be “hearing” that they need to step up now.
    We all make mistakes… it’s how we recover that matters most.

    Reply
    • Melissa Galt says

      January 8, 2012 at 7:36 pm

      Hey Nanette,

      You are sooo right! But given what I’ve read and heard in the midst of all this. Apple has blinders on and it is likely to cost them in the absence of their illustrious leader.

      Hugs, Melissa

      Reply
  4. Louise says

    January 8, 2012 at 8:36 pm

    I share some of the feelings expressed. I know people with MAC and they love it and have never complained about having any problems, even with set up. They say once you have a MAC you’ll never leave. I’m beginning to wonder if they are riding on their laurels too much and the fact that since their system seems to be so “perfect” they are not used to dealing with customer service and are so ill prepared to deal with reality. And as creative as Steve Jobs was, keep in mind he was also one of the leaders in outsourcing to China and taking advantage of cheap labor to do all that he did.

    Reply
    • Melissa Galt says

      January 8, 2012 at 8:45 pm

      Louise,

      You are so right and like many geniuses, Jobs was not known for his people skills, lol. They do rest n their laurels as evidenced by the honor of being considered one of the TOP 10 Worst Companies for Customer Service!

      Hugs, Melissa

      Reply
  5. Julie says

    January 10, 2012 at 6:48 pm

    Melissa,

    I”m sorry to hear about your struggles in making the switch to Apple. I purchased a MacBook a year and a half ago and have never felt good about the transition. I thought there was something wrong with me! It seems that “EVERYONE” else had a seamless transition – so although I hate to hear about your pain, I do feel like you’re proving that I’m not insane! ha!

    I am planning to switch back to PC…though not exactly looking forward to that process either. My biggest frustrations have been Microsoft Office for Mac and the holier-than-thou-you’ll-wait-as-long-as-we-say-to-wait-because-we’re-more-important-than-you attitude at the stores.

    I will continue to follow your adventure.

    Best,
    Julie

    Reply
  6. Melissa Galt says

    January 11, 2012 at 7:28 pm

    Julie,

    You are not insane, I’m going back too but returning all MAC stuff as within time limit. BTW, have an awesome tech who knows both systems very well (just found him or I could have skipped this torture.) He does work remotely if you need help and recommendations.

    Hugs, Melissa

    Reply
  7. Ian @ Call Center Outsourcing Services says

    August 4, 2014 at 5:00 am

    That name issue resonated in me. Just had a ridiculous sloppy customer service last month! I picked a jacket from my favorite store but apparently they have no available color of my choice so the salesperson ‘Jack’ just asked for my number and address so he could prompt me for the delivery . 2 weeks have passed and I haven’t received any phone calls. I called the store and they asked again for my contact details which seriously annoyed me. I checked the store the next day and Jack didn’t even recognized me. Further he said that it’s going to be shipped next week but 2 weeks again have passed and I heard nothing from ‘Jack”. The next day, I was really frustrated only to find out that the shipment only contains a refund with a note “Sorry, the jackets we’re all sold out”. It was so surreal that I was really at my boiling point.

    Reply
  8. Ian Zafra says

    January 27, 2015 at 2:47 am

    Customer experience is important to gain and retain customers. Sometimes it is the basis of their loyalty and I agree that as business we should be easy to reach.

    Reply

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Primary Sidebar


I’m Melissa!

Tough-love Business Coach. Marketing Magician. Inner Imposter Buster. Cocktail Connoisseur. And Queen Of Unpopular Opinions.

TELL ME MORE

Search the blog

Crowd Faves

How to Find the Best Interior Design Business Coach for You

Outsourcing is the answer to ditching deadly distractions when you want to grow your interior design practice.

7 Deadly Distractions Stopping Your Interior Design Business Growth

6 Ways to Calculate Interior Design Fees with Transparency

Recent Posts

  • 053: Unlocking Business Growth with Effective Design Contracts: An In-depth Guide
  • Your Clients Aren’t Qualified, Take The Lead!
  • 052: What To Do When Inquiries Aren’t Coming In
  • Where Your Focus Goes, Finances Grow
  • 051: Your Clients Aren’t Qualified, Take the Lead

Recent Comments

  1. Your Clients Aren’t Qualified, Take The Lead! | Melissa Galt on 051: Your Clients Aren’t Qualified, Take the Lead
  2. Lori LaRochelle on 051: Your Clients Aren’t Qualified, Take the Lead
  3. Where Your Focus Goes, Finances Grow | Melissa Galt on 050: Where Your Focus Goes, Finances Grow
  4. Get Your Team to Get More Done | Melissa Galt on 049: Get Your Team to Get More Done
  5. Your Permission Slip to Play (for More Profit) | Melissa Galt on 048: Your Permission Slip to Play (for More Profit)

Archives

  • September 2023
  • August 2023
  • July 2023
  • June 2023
  • May 2023
  • April 2023
  • March 2023
  • February 2023
  • January 2023
  • December 2022
  • November 2022
  • October 2022
  • April 2021
  • March 2021
  • February 2021
  • December 2020
  • November 2020
  • October 2020
  • August 2020
  • July 2020
  • May 2020
  • April 2020
  • March 2020
  • February 2020
  • January 2020
  • December 2019
  • November 2019
  • October 2019
  • August 2019
  • July 2019
  • May 2019
  • April 2019
  • March 2019
  • February 2019
  • January 2019
  • December 2018
  • October 2018
  • September 2018
  • August 2018
  • June 2018
  • May 2018
  • March 2018
  • February 2018
  • January 2018
  • December 2017
  • November 2017
  • September 2017
  • August 2017
  • July 2017
  • April 2017
  • November 2016
  • September 2016
  • August 2016
  • July 2016
  • April 2016
  • February 2016
  • August 2015
  • July 2015
  • June 2015
  • March 2015
  • December 2014
  • November 2014
  • October 2014
  • September 2014
  • August 2014
  • July 2014
  • June 2014
  • May 2014
  • April 2014
  • March 2014
  • February 2014
  • January 2014
  • December 2013
  • November 2013
  • October 2013
  • September 2013
  • August 2013
  • July 2013
  • June 2013
  • May 2013
  • April 2013
  • March 2013
  • February 2013
  • January 2013
  • December 2012
  • November 2012
  • October 2012
  • September 2012
  • August 2012
  • July 2012
  • June 2012
  • May 2012
  • April 2012
  • March 2012
  • February 2012
  • January 2012
  • December 2011
  • November 2011
  • October 2011
  • September 2011
  • August 2011
  • July 2011
  • June 2011
  • May 2011
  • April 2011
  • March 2011
  • February 2011
  • January 2011
  • December 2010
  • November 2010
  • October 2010
  • September 2010
  • August 2010
  • July 2010
  • June 2010
  • May 2010
  • April 2010
  • February 2010
  • January 2010
  • December 2009
  • November 2009
  • October 2009
  • September 2009
  • August 2009
  • July 2009
  • June 2009
  • May 2009
  • April 2009
  • March 2009
  • February 2009
  • January 2009
  • December 2008
  • November 2008
  • October 2008
  • September 2008
  • August 2008
  • July 2008
  • June 2008
  • May 2008
  • April 2008
  • March 2008
  • February 2008
  • January 2008
  • December 2007
  • November 2007
  • October 2007
  • September 2007
  • August 2007
  • July 2007
  • June 2007
  • May 2007
  • April 2007
  • March 2007
  • February 2007
  • January 2007
  • December 2006
  • November 2006
  • October 2006
  • September 2006
  • August 2006
  • July 2006
  • June 2006
  • May 2006
  • April 2006
  • March 2006
  • February 2006
  • January 2006
  • December 2005
  • November 2005
  • October 2005
  • September 2005
  • July 2005
  • May 2005
  • April 2005
  • January 2005

Categories

  • Affluent Creative Articles
  • Best Business Practices
  • Business Development
  • Client Acquisition
  • Content Creation
  • Conversion Strategies
  • Customer Service
  • Developing Your Brand
  • Facebook Marketing
  • Gratitude
  • Instagram Marketing
  • Life/Work Balance
  • LinkedIn Marketing
  • Marketing Strategies
  • Melissa Galt
  • Mentoring
  • Mindset
  • Motivation
  • My Life's Adventures
  • Naked Marketing ~ Authentic Marketing
  • Podcast Episodes
  • Popular Posts
  • Prosperity Mindset
  • Public Relations Marketing
  • Referral Marketing
  • Retail Marketing Strategy
  • Social Media Marketing
  • Success Habits
  • Time Management
  • Twitter Marketing
  • Website Design & Marketing

Footer

GET MORE OF MELISSA, ON THE PODCAST!

Subscribe to the podcast, “The Affluent Creative,” and get the best in smart systems, proven processes, and the right strategies and resources to take your design practice to the next level.

START LISTENING

LET’S GET SOCIAL

  • Facebook
  • Instagram
  • LinkedIn
  • Pinterest

FREE RESOURCES TO SCALE YOUR BUSINESS

SUCCESS GUIDES, RESOURCES, TOOLS & EVENTS TO GROW YOUR DESIGN BUSINESS

DOWNLOAD >>

➡️ When it comes to crafting project agreement ➡️ When it comes to crafting project agreements with clients, I want you and your bottom line protected. 

I also want you to have peace of mind with every single client, and I want your clients to feel confident about working with you. 
This security can be provided with the right letter of agreement. 

🎙️So today, I am diving into how to craft a clear and cohesive letter of agreement that will provide the protection and clarity needed for a great working relationship with your clients.

Listen wherever you find podcasts!
.
.
.
.
.
#designcontract #letterofagreement 
#interiordesigncommunity #interiordesignpodcast #successcoaching #successbydesign #bestpodcast #podcastrecommendation #designinfluencer #kitchendesigners #bathroomdesigners #commercialdesigner #residentialdesigner #creativebusinesscoach #instapodcasts #interiordesignbusinessmentor #melissagalt #theaffluentcreative #interiordesignerlifestyle #interiordesignerlife❤️
The right letter of agreement will outline✍️al The right letter of agreement will outline✍️all stipulations, clauses, and information that you and your client need to set up a positive and professional project timeline. 

✅ Having one is so crucial for a smooth design process, yet creating the right agreement can be overwhelming. 

In today’s episode of The Affluent Creative, I will walk you through my process for what to include in your letter of agreement to protect your profits while providing the clarity and confidence that your clients need.

➡️Listen wherever you find podcasts!
.
.
.
.
.
#designcontract #interiordesignerslife #interiordesignerslifestyle #designagreement #businessofhome #businessofdesign #interiordesigncommunity #interiordesignpodcast #ASID #IDS #IFDA #iloveids #interiordesignbusinesstips #interiordesignbusinesscoaching #interiordesignbusinesscoach #interiordesignbusinessmentor #interiordesigncoach #scopeofwork #peaceofmind #interiordesignreels #businessreels #melissagalt #interiordesignscottsdale #arizonainteriordesigner #chicagointeriordesigner #newyorkinteriordesigners
When client inquiries start to dry up, the kneejer When client inquiries start to dry up, the kneejerk response for many designers is to go straight to panic mode. Economic uncertainties are bound to happen, but they shouldn’t dictate the trajectory of your creative business. 

➡️ What you think about you bring about–and if you’re thinking only about the worst, that is all you’ll see! 

Tune into today’s episode of The Affluent Creative for my strategies for maintaining positivity and stability even in an economic downturn.

🎙️Listen In → Episode 52. 
Listen wherever you find podcasts!
.
.
.
.
.
#interiordesigncommunity #interiordesignpodcast #successcoaching #successbydesign #bestpodcast #podcastrecommendation #designinfluencer #kitchendesigners #bathroomdesigners #commercialdesigner #residentialdesigner #creativebusinesscoach #instapodcasts #interiordesignbusinessmentor #melissagalt #theaffluentcreative #interiordesignerlifestyle #interiordesignerlife❤️
In an ever-changing world, understanding how to th In an ever-changing world, understanding how to thrive as a creative in any economy is essential. 

➡️ This week on The Affluent Creative, I am diving into the importance of networking, knowing your numbers, and staying positive when you are faced with an inquiry dry spell. 

Tune in to learn how to navigate economic uncertainty and emerge victorious.

Listen In → Episode 53. 
Listen wherever you find podcasts!
.
.
.
.
.
#referrals #businessreferrals #interiordesignpodcast #referralsarethebestcompliment #designinfluencer #interiordesignbusinesscoach #interiordesignbusinessmentor #interiordesignpodcast #interiordesignfirm #interiordesignbusinesstips #podcastrecommendations #tothetrade #kitchendesigners #bathroomdesigners #residentialdesigner #commercialdesigner #bestpodcasts #podcastersoninstagram #melissagalt #theaffluentcreative
🗣️Word of Mouth marketing is limited and unpr 🗣️Word of Mouth marketing is limited and unpredictable particularly when economic uncertainty is happening. 

Igniting reliable marketing engines that run inside your business 24/7/365 is the key to keeping your profit pipeline filled. 

Find out how you can claim your very own marketing scorecard and take charge of your pipeline here.
.
.
.
.
.
#interiordesignpodcast #interiordesignbusinesscoach #creativebusinesspodcast #businessofcreativity #businessofdesign #podcastlife #podcaster #instapodcast #instapodcasts #theaffluentcreative #successcoaching #interiordesigncommunity #designinfluencer #melissagalt #interiordesignmarketing #interiordesignbusinesstips #interiordesignfirm #marketingfordesigners #marketingdesign #marketingdesigner
➡️ There are 20 Keys to Effective Client Commu ➡️ There are 20 Keys to Effective Client Communication. You’re likely doing over half of them already, but ARE YOU USING ALL OF THEM? 

Check and see by tuning into Episode 34 on the podcast, The Affluent Creative. #linkinbio 
.
.
.
.
.
#clientcommunication #interiordesignclients #interiordesignbusinesscoach #interiordesignerlifestyle #interiordesignprofessional #interiordesignhelp #kitchendesigners #bathroomdesigners #residentialdesigners #designquotes #designentrepreneur #interiordesigncompany #atlantainteriordesigner #newyorkinteriordesigner #cincinnatiinteriordesigner
#theaffluentcreative #melissagalt #interiordesignpodcast
Follow on Instagram
  • Home
  • Work with Me
  • About
  • PODCAST
  • Terms
  • Blog
  • Contact

Copyright © 2023 · Melissa Galt · Site Design by FGD