There’s a cooking show that a friend of mine watches, and the premise is all about reverse engineering food. They may take a Reese’s Peanut Butter Cup, analyze it, and determine the ingredients just by tasting it. Then they figure out a recipe. The cook will try to make it from scratch. Sometimes it’s a success – it looks and tastes just like the original – and sometimes it’s not just like the original…it’s even better!
In customer service, it’s difficult to “make someone else happy,” so let’s consider this Reese’s Peanut Butter Cup approach. Let’s reverse engineer customer happiness.
Think about times and situations where you see a happy customer. What is happening in that moment?
When I see happy customers, I can usually tell customers are happy because they’re smiling or laughing. When they’re smiling, they’re often talking to an employee who’s also smiling. They’re engaging with an employee or others around them about some light topic. It’s a conversation, not about issues or politics; it’s a conversation about a pet, the greeting card they’re buying, something interesting about the building, or something funny going on around them.
The customer had a need, and the employee showed them the exact right product to meet the exact right need. The customer smiles. There was an unexpected coupon or a special discount. The customer’s eyes light up.
So, those happy customers are often a reflection of happy employees. The happy customers are engaged in conversations. The topics are lighter and less serious. They are aware of their surroundings and notice the interesting aspects, or the employees are pointing out those sites or situations for the customers. The customers have some unexpected positive, or the employee helps them to find the perfect answer to their question, the perfect solution to their issue.
While it’s tough to make other people happy, to create a little more happiness in your customers, just watch some happy customers. See what’s making them smile or laugh or convey a little joy.
Then do a little reverse engineering to boost customer happiness.
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