5 Things Your Customers Wish You Knew

I was reading online the other day (shocker, I know) and I happened upon a post by Sonia Simone titled 50 Things Your Customers Wish You Knew.

Sonia (as always) put together a great post, but I wanted to create a much shorter list and flesh out the details a bit. Some recent experiences have guided me to these five things your customers want you to know about them and how it affects their perception of you.

1. I notice the little things

I remember the little things because it shows you care. It shows that you’ve thought through the details of my customer experience. I like a mint on my pillow and a hot towel to wash my face. I like that you walk around the cash register to hand me my bag and that you upgraded me to free shipping. I notice all of those little things and they really stick out when one of your competitors doesn’t do them.

2. I don’t want to be sold, just helped

I hate being pitched to. I have many problems and a small amount of money. If you can tell me how you can solve one of those problems, then I’ll gladly give you some of that hard-earned cash that’s burning a hole in my pocket. Don’t try to sell me something I don’t need, or that I don’t know I need. Show me first how you can help me, then tell me what it costs. I’ll be much more likely to give you the time of day.

3. Blame is not important

When I’m upset about something or there’s an emergency issue, please don’t try to tell me who is to blame. I simply don’t care, especially if I may be to blame. I just want you to empathize with my situation and then fix it.

4. I love a personal touch

I really enjoy walking into your store and seeing you smile at me and address me by name. I love that little inside joke we have. I kept that personal note you sent me and still read it from time to time. I know I’ll always get a card from you on my birthday, and that means a lot. Sometimes, secretly, I buy things from you just so I can enjoy the personal interaction.

5. I’m human and I have bad days too

I have a lot going on. A LOT. I’m stressed and looking for someone to take it out on. It doesn’t mean I don’t like you, or your company. It just means I’m human and I’m having a bad day. If you can brighten my day even a little, I’ll remember it for a long time and tell all my friends too.

Can you think of one thing you wish your vendors knew?