In most businesses that have been around for a while, how a process was originally designed is not how it currently operates. Sometimes this change is referred to as “practical drift,” where the actual process moves further and further away from the documented steps over time. Maybe the changes are for the best, but they don’t reflect what’s on paper.
Customers don’t need to be experts on our processes. But some of our customers are process people, and they want to know all the steps up front. They want to know the timelines up front. They want to know who to contact if something goes wrong along the way.
And even when you’re dealing with a customer who is not a process person, good customer service involves letting them know – at a minimum – what’s coming next. Good customer service lets them know what their role is or who the parties are going to be in that next step. Good customer service involves letting them know the timing of the next step.
To renew your account, I will e-mail you a completed version of this form on Monday to review and sign. We’ll just need you to return it via e-mail within 7 calendar days.
Once you leave this registration desk, you’re going to take this card and walk down to the 3rd office on the right with the “Lab” sign above it. One of our great techs will greet you, you’ll hand them the card, and they’ll take good care of you.
You will sign in at this kiosk, and then once it says that “You Are Registered,” you can have a seat in one of the orange chairs in front of the tax window. One of our friendly staff will come out to greet you. We’re averaging about a 5-6 minute wait at this time.
If you want to provide great customer service, get more consistent about creating comfort with your customer when there is a next step involved.
Don’t Let Customers Drift Through Your Process.
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