While my business coaching often focuses on everything that happens before you make a sale, it’s important not to forget what comes after: fulfillment and customer service. Creating a great customer experience is, in my opinion, one of the most over-looked areas of entrepreneurship and owning your own business.
First off, let’s set the stage by understanding where the concept of customer experience fits into the broader structure of a business. At JillFit, we break down our operations into three key areas: Growth, Operations, and Fulfillment. Each plays a crucial role in delivering value to our clients and customers.
Growth: This encompasses everything leading up to a purchase – social media, podcasts, email marketing, and more. It’s about attracting potential customers and guiding them towards the point of sale.
Operations: Here, we handle the administrative aspects of the business – payroll, bookkeeping, legal matters, and HR. It’s about keeping the internal gears turning smoothly.
Fulfillment: This is where the magic happens after a purchase is made. It’s all about ensuring that our customers have a seamless and exceptional experience with our products and services.
The forgotten side of running a business
Now, when it comes to customer experience, we’re focusing primarily on the Fulfillment side of the equation. This is where the real work begins after someone has invested in our offerings. And it’s a crucial piece of the puzzle that often doesn’t get the attention it deserves.
Many businesses pour their energy into marketing and sales, forgetting that the journey doesn’t end at the point of purchase. It’s not just about delivering what was promised; it’s about going above and beyond to ensure that every customer feels valued and supported throughout their journey.
Up-leveling the customer experience
So, how do we up-level the customer experience? It starts with a commitment to excellence and a deep understanding of our clients’ needs and expectations. At Jill Fit, we’ve implemented several strategies to ensure that our customers feel not just satisfied, but truly delighted with their experience.
Surprising and Delighting: We believe in going the extra mile to show our customers that they’re more than just a number. From handwritten notes to birthday gifts, we strive to make every interaction with us feel personal and meaningful.
Engagement and Retention: We don’t just want to get customers through the door; we want to keep them coming back for more. We’ve implemented initiatives like weekly wins and monthly prizes to keep our community engaged and motivated.
Standard Operating Procedures (SOPs): Having clear SOPs in place is essential for maintaining consistency and handling customer inquiries and issues effectively. It ensures that every team member knows how to respond in any situation, maintaining the integrity of our brand.
Of course, there are challenges along the way, from managing refund requests to dealing with unhappy customers. But our commitment to excellence remains unwavering. We strive to handle every interaction with grace and professionalism, ensuring that our customers always feel heard and valued.
Is the customer always right?
So, is the customer always right? Not necessarily, but their satisfaction is always our top priority. We work tirelessly to address their concerns and provide solutions that exceed their expectations.
As we continue to grow and evolve as a business, our dedication to elevating the customer experience remains steadfast. We want to build lasting relationships and making a positive impact on the lives of our customers.
