Are You Giving Customers Clear Consistent Messaging, Communications, And Instructions?

I recently went to pick up some barstools at an At Home location in Arizona. I pulled up to the curb like the email told me to and clicked on a link to say I was there. Nothing happened so I saw a sign out front that said text this number when you arrive for someone to come out with your order. I did that too and no one came out so I went inside. The cashier at the counter said whenever you arrive to pick up an order you should come to this counter. How many times during the day do you think a customer sits in their car at the curb waiting and no one comes outside to greet them?

How often do you place a curbside order and no one approaches your car so you have to go inside? Why do business owners pay for all this great technology and their teams don't utilize it?

How often do you go to eat in a restaurant and have no idea who to pay? Sometimes the checkout process is done on a digital device, sometimes there is a cashier up front, or sometimes your server takes the check and does the transaction elsewhere. Wouldn't it be great if you were told how to pay when the check was placed on the table?

This is even true at airports going through TSA security- some ask you to remove your shoes, some ask you to remove your laptop, etc.. if processes were consistent, people would know what to expect and be more prepared to move quickly through the process.?

How can a business owner get everyone on the same page and make the customer experience and communication more user-friendly and transparent?

1. Train everyone on all new technology and/or processes and re-train if needed.
2. Work out the kinks of a new program before putting the process in place.
3. Ask employees for feedback.
4. After it's implemented ask customers what they think for input.
5. Read reviews for feedback.
6. Verify if the new procedures are in place and being used correctly by making surprise visits to your business.
7. Make sure that your apps and websites have accurate information.
8. Make sure your marketing is up to date so you aren't confusing the customer.
9. When posting a sign somewhere in your business or online let a customer know what they need to do and make sure it's being done
10. When you have a new process in place make sure a manager is available if needed.
11. Hire a professional mystery shopping company to evaluate your business and its processes to make sure everyone is on the same page.

When your teams are sending mixed communications, it confuses customers. Making changes or adding new technology can be great however if your team isn't using it correctly it's not going to be effective. If your customer feels this confusion is wasting their time they won't return. Let us at The Hart Experience evaluate your business and educate you and your team on how to avoid giving customers mixed signals. Contact Debbie at 602.717.3271 or [email protected]