In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.
After discovering who the best of the best are, we picked their brains to discover why they are the best of the best. The following are the experts’ best practices for delivering exceptional customer experiences.
Be Nice to Your Customers
When asked what keeps Chris Patryn of American Hotel Register Company motivated and makes her such a great candidate for the PeopleMetrics Brand Ambassador Award, she says humbly that she doesn’t do anything differently from any other salesperson.
But, in reality, she knows the secret to a great experience: be nice. She states that a quick response is extremely important, as well as getting to know your customers personally, which she always does to the best of her ability.
“It might sound simple,” she says, “but make sure you’re nice! Honesty is important; if you’re honest, you build trust and you don’t trip up. You don’t have to try to keep your stories straight if they’re the truth.”
She emphasizes the importance of getting to personally know the person on the end of the line and to have enough knowledge of the product to offer solutions and substitutions as needed. “We’re all people, and we all want to be treated like people.”
An Employee Team That Helps Each Other Out
Chris has been with Avendra Sales at American Hotel for 25 years, and gives credit to her own department as well as others across the company. She says that her coworkers are always helpful, possibly because she always makes an effort to be kind to them.
“After 25 years, people really get to know you, and they really remember kindness.” She also credits the care of her manager, Will Schmidt. “He helps me when I get stuck, listens to my suggestions and is always upbeat. He helps me do my best and inspires me to be a better sales representative.”
Chris is equally kind to new team members: “I tell them not to worry. I don’t have any magic tricks, but do listen to your customer. During the first six months you’ll probably feel nervous, but don’t worry! You’ll get more comfortable as you form a relationship with them.”
Overall – Happy Employees, Happy Customers
Chris finds inspiration in many places. “I don’t have one quote that inspires me,” she says, “I’m looking at a wall of them at my desk right now.” (Need a few inspirational quotes of your own? Take a look at our “14 Quotes to Inspire Customer Experience Leaders.")
She also finds inspiration in her many exotic travel destinations; she is always trying new foods, which understandably enhances her cooking endeavors.
Chris is a chef school graduate and relates cooking to her job, and it’s a simple correlation. “Making people happy – that’s what it’s all about. Cooking or selling something, either way, you’ve got to make them happy.”
What You Can Learn (for Free) From Your Own Brand Ambassadors
Your Brand Ambassadors are your experts, tuned to your business, and closest to your customers. Utilize their knowledge. These individuals will give you a ground-level view of the customer’s needs and wants.
Sit down with them, and just chat. Asking questions like, “What do you think customers really need?” and “What could we do better for the customers?” will give you insight you never had before.
If you don’t know who your Brand Ambassadors are, simply pick a person that has received customer kudos most recently. Ask him/her questions about the specific event that warranted the positive customer feedback. I guarantee you’ll come away from that “free” conversation with something that is priceless.
Become More Customer-Centric Today
Are you interested in discovering your true Brand Ambassadors? Do you want to be more customer-centric? Check out our customer-centric pop quiz below to see how you rank!
Topics: Employee Experience, Customer Experience
