Building customer comfort and confidence in going to your facilities is a process which has a lot of similarities to the technique we train clients on to reduce customer anxiety. From a tactical perspective, when you’re interacting with somebody who is anxious or nervous, you want to get them more comfortable and less worried about their situation or what’s going to happen.
Convey your understanding of their situation, so they realize they’re not a number – instead, they feel you view them as an important individual. Tell them a little bit about yourself and the experience that you’ve had in dealing with similar situations – you’re building their confidence in you. Next, explain a process or what an experience is going to be like. Oftentimes anxiety or worry are about fear of the unknown. By explaining the next steps and the timeframes, your role v. theirs, the unknown becomes known.
“To create customer comfort, make the unknown known
Finally, end with appreciation and positivity. This whole 1-on-1 interaction technique applies to your broader strategy of building customer comfort and confidence.
Here’s the Strategic View: Communicate with them over time to maintain the relationship leading up to their return visit. Provide some empathy of their situation, and detail what you and your organization are already doing to ensure that your employees and – most importantly – the customers themselves are safe and healthy. Explain all the steps that you’re going to take next to prepare to provide a great (and safe) experience. And thank them in advance for their return and their trust in you.
Build comfort and confidence from your customers by leaning on our successful technique for reducing customer anxiety and worry.