Why Being Proactive is Crucial to Your Customer Experience

Patrick Antinozzi

In one of our Case Studies, we talked about how your customers' experience shouldn't end when they walk out the door. Here, in a review found on CompareCellular.ca, we find another example of why this is true.

Store: Telus Coquitlam Centre

Carrier: Telus

Location: 2929 Barnet Hwy, Coquitlam Centre, Coquitlam, BC V3B 5R5

Samuel Lam went to the Telus Store in Coquitlam Centre to buy a new smart phone. Notice what he appreciated most out of his experience here.

“I’m looking forward to the one on one smart phone training she has booked for me next week.”

For many sales reps, the customer relationship ends the minute the customer steps out of the store. But Shelby likes to do things differently. She made Samuel feel like he was more than just a source of income to her, and established the foundation of a solid customer relationship.

Lesson Learned: Every customer should walk out a “happy camper”, and want to return to you the next time they need help.

Take Action:
Look for opportunities to spend one-on-one time with customers after the sale. Training, tips, even casual conversation about the family or where they are headed for spring break. Focus on the person, not their wallet.

Store: Telus Hillcrest Mall

Carrier: Telus

Location: 9350 Yonge St, Hillcrest Mall, Richmond Hill, ON L4C 5G2

Our next inspirational story of a customer service rep comes from Telus at Hillcrest Mall in Ontario. Ms. Yan visited the store to look for a new HTC phone, having limited knowledge of both phones and English. How did Mathew handle the challenge?

“He spent time showing me how to use the phone...and answer me the questions even my English is not good..."

Ms. Yan didn’t even have to ask Mathew to help her with the technical stuff – he intuitively walked her through all the necessary steps . I think it is safe to say Ms. Yan became a loyal customer as a result.

Lesson Learned: Delivering help with simple steps, like installing a new micro SIM, without waiting for your customer to ask can make them feel really special.

Take Action:
Be proactive. Anticipate your customers needs, even before they are aware of them, and start finding solutions.

About the Author

Patrick is our Content Specialist / Brand Ambassador / Internet Geek. He's got his finger on the pulse of business and retail trends, and loves writing in various corners of the internet. When he's not doing that, you'll find him traveling the world, playing hockey, or ranting about the Montreal Canadiens.
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