A local organization set up new operations because of Covid – it all made sense and was clearly communicated. But what set this organization apart from others who had to make changes this year, is that everyone who worked there understood that customers would arrive and have no idea what was going on.

Every employee assumed that each customer walking through the door had never been there (in this particular setup), unless the customer told them that they had when the staff person had asked upon entry. And when the answer was no, the customer hadn’t been there before, every staff member clearly explained the process – where to go, what to do, and what would happen – without condescension. Every employee was helpful and didn’t act as though customers were stupid for not knowing something.

Their attitude put customers at ease and also created fewer headaches for the organization. Customers knew what to do and weren’t frustrated by new procedures. They left feeling good about the organization and there were few customer issues. 

This is a prime example of an organization being proactive – create a customer experience that prevents problems before they happen.