Hey, Laura Roeder here, and I want to share with you an experience I recently had at CVS that taught me a great lesson about customer service that’s often overlooked. So, you know, the actual details are pretty boring. Basically, I was picking up for prescription at CVS. I thought that I waited in one line and then they call my name, but it turned out that on this particular day at CVS, I was supposed to wait in two lines and they would never call my name, which I finally found out after like an hour and a half of waiting.
So, basically what happened is I waited in line number one, and then when I was done, she said, “Go wait over there for your prescription.” I thought I had played this game before. I thought that meant that they would call my name, but apparently not. And all of this could have been resolved by line number one lady saying, “Go over there and wait in that line to get your prescription.”
It was just a very simple miscommunication, a very simple case of us both making assumptions. The kind of moral of the story is you can never be too specific and too detailed in what your clients and customers need to do next. As consumers, we always appreciate it. And it’s easy to forget as a business owner because we know how our business works. It seems really obvious to us. And this is especially important – you know, I was going to say it’s especially important in digital products, but that’s not really even true. In a [0:01:33] [Inaudible] business, I don’t know about you, I’ve definitely had the experience where I go into a sandwich shop, and I can’t figure out where to wait to order. Like, who are the people that have already ordered, where do I stand. It sounds really simple, but that type of thing can really ruin your experience, because you’re feeling like an idiot and you can’t figure out how to order your sandwich.
So, the kind of equivalent of that in digital products is when somebody buys a product from you and they don’t know how to get it. Like, are they supposed to get an email from you to download or are they going to get a log in, do they need to create a username and password, and then once they do, exactly what page do they click on, and is it something they watch online or is it a video they download. All these things seem really obvious to you because you created the system, like I give them the download link and then they click on it, and then they unzip it. Like you need to tell people, “I’m giving you a link that you’re going to need to unzip. If you don’t know what unzip is, here’s a software where you can do it.”
Here’s an explanation. You really can’t explain too much. Even if people already know, it doesn’t make them feel like an idiot. It really never hurts. It just makes them feel taken care of, and makes them feel like you’ve thought out this whole process. And if they have any question, you’ve answered it for them upfront. So think about what your customers and clients do to receive your product or service, and think about how you can explain it in what to you seems like excruciating detail so that people cannot miss a single step that people can feel like they know what’s going on, they know exactly what to do, and then they don’t get mad at you because they had to wait or run for an hour when they could have just waited in line and gotten their prescription.
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