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5 Items to Have In-Office to Prepare for the Winter Months

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5 Items to Have In-Office to Prepare for the Winter Months

As seasons change, so do businesses. There are adjustments that need to be made so that the winter months run just as smoothly as the summer months. There are things that you would do earlier in the year that just won’t work as well now.

Examples of these changes range from marketing promotions changing themes to store decorations being swapped out. You may also adjust the thermostat and business hours to accommodate the changes in weather. What you need to be prepared for more than anything is the cold and snow that blows in during cooler months.

To keep you and your customers safe and warm, add some of these items to your business before the snow really starts coming down:

1. Healthcare Items

People get sick more often during the winter months. This could be because people spend more time indoors, due to the cold, where illnesses spread more easily. Immune systems might also be weaker during the winter, and the cold, dry air certainly isn’t helping.

You don’t want your employees and customers to get sick at all, let alone while at your place of business. While personal hygiene can’t be enforced, you can provide some helpful items for customers to pick up upon entry. Face masks, hand sanitizer, and sanitizing wipes can all assist in keeping illnesses at bay.

Staying healthy has been a great priority since the COVID-19 pandemic changed people’s lives. While vaccines are readily available and mask mandates are mostly gone, it’s better to be safe than sorry. Having those options available really helps customers who still feel unsure about COVID and other illnesses. They can also benefit clients who have medical conditions that force them to be more cautious.

2. Snow Removal Gear

For much of the country, winter months bring snow and ice. This means a couple of things for your business. First, you may need to have some snow shovels and ice melt handy in case Jack Frost pays you a visit. You’re responsible for clearing out parking lots and walkways so that your customers can enter your business safely.

The next thing you need to worry about is the snow and slush that customers drag in with them. Grab a thick entry rug that they can wipe their boots off on so that your floors don’t get too wet and dirty. Not only is it inconvenient to clean them frequently, but dry floors continue to ensure customer safety.

3. Hand Warmers

Even with climate control in your building, some customers will still feel cold inside. The problem with space heaters is that they might make spaces too warm for other customers. An individual solution can work better in this scenario.

Consider having a package of hand warmers available for any customers who need it. Hand warmers are easily placed in gloves and don’t emanate any heat to the other individuals in the building. You can also consider stocking up on some blankets that can be kept in the waiting room for use. Just be sure to clean them regularly.

4. Clothing Storage

During the winter you’re likely not going anywhere without a thick coat on. However, this presents a little challenge when you enter a building. Inside it’s not cold enough to keep the coat on, but it’s so bulky that carrying it around can be awkward. Multiply this by however many customers are in your waiting room at one time and you can see how this can get problematic.

What you need is a designated spot for coats, hats, scarves, and more to stay while customers finish up their appointments. If you don’t have a large storage space readily available, a few coat racks should do. This gives customers the option to hang up some of their belongings until they’re ready to leave again.

Such a system will inevitably lead to a lost and found situation. Do your best to hang onto and keep track of missing articles, so they can be returned promptly. If you’re unable to find the owner, consider donating items to charity so that those in need can be bundled up better.

5. Warm Food and Drinks

There are days when during the winter months when it gets so cold that no number of layers seem to keep you warm. The trick on those days is to get something warm into your system. A cup of hot chocolate can quickly make your spirits bright even on the draftiest of winter days.

Speaking of which, a seasonal hot chocolate bar will certainly be a hit in your waiting room this winter. You can provide a variety of different flavors, even tea packets if you’d like. This will surely be a welcome treat for the cold, weary travelers that come to your business for an appointment.

Every once in a while you can offer some bonus items as well. Your earliest customers might be lucky enough to enjoy a warm pastry to get them through the morning. Little things like this can leave quite the impression on your customers now and in the following seasons.

Winter can be a challenge for many reasons. Dangerous road conditions and seasonal depression can greatly affect the lives of your customers. Taking a few steps to help them feel a little warmer and welcome during their appointments will mean a lot.

Featured Image: Josh Hild; Pexels.com. Thank you!

5 Ways Appointment-Based Businesses Can Delight Their Customers 

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appointment-based customer

Customers put a fair amount of thought into booking an appointment. They likely have several businesses to choose from, and each entails various parameters to weigh against each other. How far out is availability? What is the pricing like? What kinds of policies do they need to be aware of?

Each appointment-based business will operate in a slightly different way. While it’s important to stand out, there are a few things that most customers will always love. If your business can accomplish them, you’ll be in a good place.

1. Reduce wait times.

One of the biggest complaints people have regarding appointment-based businesses is the wait times. Showing up on schedule to your appointment only to be told to wait is admittedly disappointing. While sometimes this occurs due to unforeseen circumstances, customers love and notice when a business is making an effort to keep wait times short.

Think of strategies for reducing wait times for your appointments. Maybe you need to go as far as hiring more employees so you can help more customers. Perhaps booking fewer appointments in a single day will make schedules more manageable.

A lot of the changes you make might take place behind the scenes. Customers won’t immediately know what you’re accomplishing, but they will begin to notice when wait times are regularly reduced. They will then tell their friends they can breeze right in to appointments at your business, and you’ll have to expand your capacity once again!

2. Use reminders effectively.

Any good appointment-based business will implement a reminder system for their customers. No-show appointments are costly, and late arrivals are difficult to work with. As a result, sending reminders helps keep both situations to a minimum.

However, businesses need to be careful about how they use reminders. Too many notifications can feel overbearing or just plain annoying. Reminders sent either too early or at the last minute aren’t very helpful. You need to find a happy medium.

You’ll see a lot of success by letting customers set their own appointment reminders through your scheduling system. Let them choose the frequency at which they receive reminder messages, as well as the means by which those reminders are sent. They will create the most effective reminder system for themselves, and your appointment software will do the rest.

3. Enable self-service.

Even if you have the nicest employees in town, some customers just want to stay in their own lane. They want to book an appointment, get in, and get out with as little human interaction as possible. These customers love when appointment-based businesses enable self-service solutions.

An example of customer self-service is simply being able to book your own appointment online. You don’t have to speak with a representative, and you can take as much time as you need when choosing a time slot. You can even schedule an appointment outside of normal business hours with no employees on the clock.

Self-service isn’t just limited to the introverts. Being able to take matters into one’s own hands appeals to those who like to feel in control of their environment. They can customize their appointment experience by choosing the self-service features that fit their needs best.

4. Create a comfortable environment.

The more comfortable a person feels at an appointment, the better their experience tends to be. Think of a medical clinic as an example. If patients feel relaxed in waiting areas and in exam rooms, their doctor’s appointments will go a lot more smoothly.

This is an important aspect for every type of appointment-based business. Patients who feel comfortable are more likely to open up to their therapist. Likewise, kids will be more cooperative with the dentist if the waiting room helps them to feel welcome. Customers waiting for their oil change won’t mind longer wait times if they have snacks and reading material at their disposal.

There are a lot of different ways you can make your business space more comfortable. Update your furniture, play some light music, use bright colors when decorating. Anything from a hot chocolate machine to a TV in the waiting room can help make the entire appointment experience more enjoyable.

5. Show flexibility.

Appointments won’t always go as smoothly as you would like each day. Consequently, it’s important to remember that bumps in the road affect your customers just as much as they affect your business. If you work on being flexible and empathetic when handling unplanned situations, you’ll draw your customers in rather than push them away.

Let’s say you have a cancellation policy that prevents customers from canceling an appointment fee-free without 24 hours’ worth of notice. A customer calls you in the morning stating that their car isn’t starting, so they are unable to make it to their appointment that day. You could choose to stick to your policy and charge them, or you can be understanding of their plight.

Now, not every customer will be truthful when calling to cancel an appointment. However, by being flexible and willing to work with your clients, you’ll develop a greater trust with everyone. Loyal customers will continue to come back even if they once had to cancel a booking at the last minute.

Customers of appointment-based businesses want what they want. However, if you’re able to meet such expectations, you’ll see a lot of appointment bookings and a lot of success in your near future.

Featured Image Credit: by Max Vakhtbovych; Pexels; Thanks!

5 Ways to Show Your Customers You Appreciate Them

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customer appreciation

A business that fails to appreciate its customers won’t get very far. As a result, part of your company’s strategy needs to involve focusing on members of your customer base and making them feel important. Likewise, if they sense your business doesn’t care about them or value them, they’ll move on to others that do.

The watchword here is appreciation. You want your customers and prospects to feel valued for their patronage. When they do, they will lift your business up with increased revenue and positive word of mouth. Here are a few ways you can make that happen.

1. Develop a rewards program.

The customers you really want to show your appreciation to are the ones that continue to show up time and time again. Returning customers provide a lot of value and consistency to your business. As a result, a rewards program makes it worth their while to stick around, while also drawing in new customers to take part in your program.

What typically makes a rewards program desirable is the ability to save a significant amount of money. Points earned with each appointment can make subsequent appointments cost a lot less. The more appointments a customer books, the lower their average cost becomes.

However, you don’t have to develop a complicated rewards program with points and tiers in order to express appreciation to your customers. Even a small rewards program like a punch card or a referral bonus can be positive. Just make sure that whatever benefits you offer make sense and are worth pursuing.

2. Provide early access.

If you’re preparing a brand-new product or service, consider giving your loyal customers a sneak peek before releasing it to the public. This could be a perk that’s included in your membership rewards program. Likewise, even opening early access a day or two for long-term customers can help them feel extra appreciated by your business.

Let’s say you operate a beauty salon. Your team has decided it wants to take advantage of the hottest hair-coloring trends and expand your line of services.

Instead of just adding balayage and “curl-lights” to your list of offerings, consider taking this opportunity to ask your regular customers to try the services first. Consequently, they’ll love this unique opportunity and will be more reliable sources on whether or not the results were what you hoped for.

3. Get personal.

Businesses that develop sincere relationships with their customers can more easily show their appreciation. As a result, this is one of the biggest positives that come with running an appointment-based business. You often see the same faces repeatedly, giving you many opportunities to learn customers’ names and stories.

Developing a personal relationship is all part of a good customer service strategy. Likewise, speaking with customers and making them feel welcome enhances their appointment experience. A positive experience makes it much more likely that they book a return visit.

Do things like address customers by name and ask how their family members are doing. Hair stylists are known for being good at this. It enables them to build relationships with clients and helps those clients feel more comfortable during an appointment.

4. Listen to feedback.

Another way to treat customers like human beings and not like metrics is to solicit their feedback and genuinely listen to it. Consequently, customers whose voices are heard feel appreciated. Plus, customer feedback can actually lead to major improvements in your business.

Look to provide numerous opportunities for customers to leave their feedback. Links can be included at the end of emails and in text reminders for upcoming appointments. Additionally, you can also add a form on your website for feedback and invite guests to leave a review for your business online. The more feedback you can get, the better.

Once the responses start rolling in, put them to good use. Likewise, look for trends in responses that point to positive and negative aspects of your customer experience. Keep the things that receive good marks and work to change the processes that leave something to be desired.

Finally, thank your customers for their feedback. You may even incentivize feedback responses by offering discounts to individuals who share their thoughts.

5. Celebrate special occasions.

When adding new customers to your database, one thing you might ask for is their birthdate. If this intel is something you record, you can celebrate the birthday of each of your customers. Sending a simple birthday message with a discounted appointment voucher or free product coupon can mean a lot to your customers.

Celebrate regular holidays as well. You can put on a trunk-or-treat event for customers and their kids to celebrate Halloween.

The holiday season provides numerous opportunities to give gifts to everyone who walks through your doors. Even smaller commemorations like National Donut Day can make for a special occasion that allows you to give back to your customers.

As you get to know your customers, you can celebrate more special occasions with them. You can offer congratulations for graduations, anniversaries, and work promotions. Likewise, you can even celebrate the anniversary of the first appointment they ever made with your business.

Customers who feel appreciated will return the favor to your business time and time again. As a result, pay attention to their needs and desires, and you’ll rarely go wrong when directing your business.

Featured Image: Antonio Sokic; Pexels.com. Thank you!

5 Ways You Can Handle Customer Issues Smoothly

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5 Ways You Can Handle Customer Issues Smoothly

No business is an island. Each company exists only because of its customer base. Without paying customers, even the best products, services, and ideas will go nowhere. How you choose to handle customer issues is of utmost importance.

There are many ways that companies can convince consumers to spend money on their brand. Marketing campaigns and product design are important for that reason. However, many companies fail to focus sufficiently on one of the most important aspects of business: customer service.

How you treat your customers, especially when they have problems and concerns, says a lot about your organization. A positive customer service experience can convert a one-time buyer into a lifelong loyalist. In contrast, a poor customer service experience can permanently drive people away. Here are some processes you can establish to deal with your customers’ issues properly:

1. Provide Thorough Customer Service Training

Your frontline employees will be the people who handle most customer issues. The more training they receive, the better they can handle such issues. By budgeting for and conducting comprehensive customer service training, you set your workers up for success when dealing with difficult situations.

Fortunately, you don’t have to create your own customer service training program. That can be a lot of work to put together and execute, especially while running the other aspects of your business. Look for outside help to get your employees the training they need. There are plenty of qualified third-party training services you can reach out to.

That said, customer service training shouldn’t be a one-and-done event. Continuously remind your team of the importance of customer service. If additional training is needed, take the initiative to provide it in a timely fashion.

2. Solicit Customer Feedback

Try as you might to run a perfect operation, things will inevitably go south from time to time. When a customer has a bad experience — whether it’s an overlong wait or an uneven bang trim — strive to learn from the situation. This will help prevent repeat errors from occurring in the future.

A great way to gain insight into customer issues is to conduct surveys. Make your survey request after the initial problem has been resolved, and preferably via email. The last thing a frustrated customer wants to do is answer survey questions over the phone while trying to get a problem fixed.

Tailor survey questions to get at the root cause of each problem and ways future instances can be avoided. Ask customers what they would have liked to see done differently and try to implement their suggestions. Making positive changes is how you can better deal with similar issues in the future or avoid them entirely.

3. Offer Online Resources

Not all customer issues will occur within the 9-to-5 window. This doesn’t make them any less frustrating for your patrons. While you might not have someone available to help them at that specific moment, you can set up online resources that can provide helpful guidance.

Take chatbots as an example. These little AI-powered assistants sit within your website ready to answer simple questions website visitors might have. While they can only offer preset suggestions and responses, the assistance they provide is better than leaving impatient customers hanging.

Other resources such as an FAQs page or how-to videos can also be quite helpful. These pages are always accessible and may supply the assistance customers need before they place an annoyed phone call.

4. Maintain the Human Connection

Many companies are using automation to speed up a lot of their processes. While efficiency is always desirable, be careful not to lose the important human connection with your customers. Appointment-based businesses that develop relationships with their regulars should be especially mindful of this.

For example, an automated phone system can guide callers through booking an appointment or checking on wait times. This frees up employees from the phone lines so they can take care of in-house issues. However, not all customers can — or want to — navigate an automated system. If you’d like to implement an automated call menu, be sure to give callers the option of speaking with an in-house employee.

All your other automated systems should keep the human connection in mind. There should at least be access to a company representative for times when automation falls short. No automated system is perfect, and even if one was, many customers still prefer human interaction.

5. Stick to Your Policies

Unfortunately, you can’t just give in to every demand when a customer faces a minor inconvenience. Each customer service incident sets a precedent for future interactions. Having policies in place can provide helpful boundaries and protections for both customers and employees when resolving issues.

Take the common 30-day return policy, for example. A customer is entitled to return an item within a month of purchasing it. Exceptions are not made on day 31. This policy protects the employee from having to make difficult judgment calls and clearly tells customers what expectations regarding returns are.

Appointment-based businesses should establish their own firm policies as well. Your business may allow service animals at appointments, for example, but draw the line at regular pets. Some customers may take issue with that, but they should be required to respect the policy you have in place. In this way, you show respect for all those who visit your business.

Keeping customers content is an uphill battle companies fight every day. While it may seem like an endless challenge, the way you approach this will directly reflect on the success of your business. Take proper care of your customers, and they will take care of you in return.

Featured Image: Stefan Lorentz; Pexels.com. Thank you!

5 Ways to Ensure Customer Comfort in Your Waiting Room

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Customer Comfort

If you run an appointment-based business, you have to give your waiting room proper attention. This is where new customers get their first impression of your business. If an appointment is delayed, customer comfort becomes paramount as your patrons will be hanging out there until they can be seen.

When your waiting room is dirty or uncomfortable, the customer experience is already off to a rocky start. You should keep one word in mind when creating and updating your waiting room: comfort.

You want every visitor to feel comfortable while waiting for their appointment, whether that wait is five minutes or 15. Wait times don’t feel nearly as long when an individual is sitting in relaxing surroundings. If you’re looking to give your waiting room a makeover, customer comfort should be the highest priority. Here are a few ways you can make that happen.

1. Support customers’ electronic devices.

Few people will enter your waiting room without some sort of personal device these days.

This should keep them well entertained until their appointment begins, but today’s gadgets can entail a few stressors. Luckily, these can be easily eliminated with simple additions to your waiting room.

The two biggest issues with personal electronics are battery charge and mobile internet service. A dying battery can be stressful, especially if a customer needs their smartphone after the appointment. Providing access to a charging station allows customers to charge up their devices while they wait, completely worry-free.

As for connecting to the internet, not everyone has an unlimited data plan. Even those who do might only get a certain amount of high-speed data to work with. When you set up Wi-Fi for your business, add an open guest network for your customers to use. That way they can scroll in peace without worrying about drastically increasing their phone bill.

2. Improve your seating.

The more comfortable customers are in the waiting room, the better mood they’ll be in for their appointment.

Take a moment to scan the furniture you already have, maybe even giving it a try for yourself. Are the chairs and sofas comfortable? Are they ergonomic? Since you don’t usually sit in your own waiting room, you may have no idea whether your seating arrangement is still up to par.

Another thing to look for is wear and tear on furniture items. Your seats might be as comfortable as can be, but the upholstery might be faded or frayed after years of use. Worn furnishings will leave customers with a bad impression of your business.

Admittedly, chairs and sofas are expensive. You may have to bite the bullet and upgrade them, but sometimes you can get by with adding other items to the mix. For example, some easily cleaned pillows can make a couch more comfortable while providing a pop of color. A bean bag chair will be great for any kids who come in with a parent.

3. Introduce soothing sounds.

A little music in your waiting room can make a surprisingly large impact on customer comfort. Research on music in waiting rooms for patients in healthcare settings showed results in its favor. Researchers found that soothing music was effective in calming patient anxiety leading up to an appointment.

There are plenty of appointment-based businesses outside of the realm of healthcare. These, too, can benefit from background music. It helps to fill the empty space and makes waiting for an appointment less awkward. It can even boost the mood of receptionists and other workers who spend all day in or adjacent to the waiting room.

Another sound source could be a television. A TV provides some visual stimulation for kids accompanying their parents or customers who might appreciate the distraction. Just avoid programs with polarizing political content to avoid offending or discomfiting any of your patrons.

4. Pay attention to climate control.

Your business likely operates year-round, which means you’ll have a variety of seasons and weather conditions to contend with. Varying temperatures can affect how your patients feel in your waiting room. Well-regulated climate control can help them feel comfortable no matter the weather.

A smart thermostat is an ideal solution. It will automatically adapt the temperature in your waiting room even when the weather outside is rapidly changing. It will kick on the heat when temperatures drop and cool things off when the sun is extra strong.

Speaking of the sun’s glare, consider tinted windows or thermal blinds to keep solar gain to a minimum in the summertime. Thermal blinds will do double duty in the winter, keeping drafts at bay. Even customers seated closest to the windows will remain comfortable, whatever the season.

5. Make helpful information easily accessible.

Customers will feel more at ease when they have all of the information they need for an appointment.

Displaying active wait times is an example of providing information customers will find helpful. You might also post the doctors in clinic or availability for future appointments in your waiting room.

Having a staff member on hand at all times is perhaps the single best thing you can do here. There are fewer things that frustrate customers more than having questions to ask with no one to answer them. Consequently, offering easy access to key information in the form of a business representative can be huge.

Get each appointment off on the right foot by revamping the first place customers see: your waiting room. You’ll be pleasantly surprised by how the entire appointment experience can be improved by subtle changes to providing customer comfort from the very start.

Featured Image: Max Vakhtbovych; Pexels.com. Thank you!

7 Ways to Make Your Waiting Room Cozier This Fall

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7 Ways to Make Your Waiting Room Cozier This Fall

Your waiting room is the place where you make a first impression on your customers. There’s nothing worse than walking into a dirty, unkempt, and unwelcoming waiting area. For whatever reason people find themselves in such a room, it should feel like a safe space for what’s next. Waiting rooms are an opportunity to make your clients feel well cared for and valued.

Are you looking to create a more pleasant waiting room experience for your customers this fall? Instead of going full-blown pumpkin patch, create a cozy, simple environment with these tips:

1. Change up outdated seasonal elements.

The season has turned, so replace the summer magazines with fall ones. Take down the beach artwork and hang up some fall-themed artwork instead. Keep decorations cool and classy by opting for smaller, muted-colored elements instead of large, colorful pieces. Swap out your summer throw pillows and rug for a fall-feeling oasis.

It should go without saying that you need to keep your waiting room clean. But customers will like seeing that your business goes the extra mile to update the space along with the seasons.

2. Add some light fall scents.

An inviting space should engage all your customers’ senses, so don’t neglect the sense of smell. From fallen leaves to cloves and cinnamon, the aromas of fall are a delight, so consider adding these scents to your waiting room.

That said, be sure to select ones that account for people with sensitivities to strong fragrances. You want your waiting room to be pleasant and inviting, not headache-triggering. Lightly spray the room each morning before customers arrive or place reed diffusers around the room with a popular fall scent.

3. Create a kids corner.

Get creative with your kids’ corner in the fall. Have fall-themed activities to keep children busy in a designated area. Ditch the vacation-themed coloring books and replace them with pumpkins and farm animal pages. Opt for washable markers to ensure your young visitors’ artistic efforts don’t become permanent features of the space.

Create a specific project kids can do and display the results in the kids’ corner when they’re complete. You might, for example, ask children to write what they’re thankful for on a leaf-shaped cutout. Or connect the activity to your business: print coloring pages with a pumpkin dressed as a lawyer or a scarecrow holding a stethoscope. Remember to have a staff member tidy the corner up throughout the day to keep things neat.

4. Consider warmer lighting.

Say you manage a doctor’s or dentist’s office. Sure, people are there for medical care, but your waiting room shouldn’t make them feel like they’re already on the exam table. Bright white fluorescent lighting might be the default in most business settings, but it’s hardly your only option.

To warm up your waiting area, consider lighting alternatives that would make your visitors feel more welcome. Try yellow lights, Edison light bulbs, or lamp lighting around the room. A golden glow equals a perfect fall day.

5. Offer seasonal treats and refreshments.

Fall is harvest time, so treat your customers to the bounty of the season by offering seasonal refreshments. This can be as simple as setting out a basket of fresh fruit, such as apples or pears. If you’re feeling more ambitious, provide individually wrapped pastries made with recently harvested fruits. Fall-themed granola or trail mix is an easy on-the-go snack.

Once the weather starts cooling down, offer beverage options besides water and coffee. Hot tea, apple cider, or cocoa will warmly welcome your customers and make your space smell delicious.

6. Bring in plants.

For an instant homey feeling, add a few low-maintenance plants to your waiting area. Use fall-colored pots to bring warmth to the area. No window? No worries. Plants like pothos and philodendrons will thrive in little to no sunlight in the autumn weather. Not only do they make your waiting room more inviting, but these plants provide additional oxygen in your space.

Not into having to water plants but open to fresh flowers? Grocery stores usually have beautiful fall bouquets filled with red and orange hues that scream fall. Pick up a bouquet once a week to add to the coffee table, adding instant life and a focal point to the room.

7. Establish a clear and friendly check-in process.

Cozy doesn’t just mean a snuggly blanket. To feel comfortable, visitors must feel welcome. By greeting clients with a smiling face, you’re already creating a welcoming check-in process.

While they’re checking in, mention the autumnal treats they can help themselves to. If they have children in tow, point out the fall-themed activities in your kids corner. In case your front desk staff gets busy, clear signage can instruct arriving clients on the check-in process so they don’t stand around awkwardly.

By creating a cozier environment, you will usher in a positive customer service experience for your clients. Through thoughtful snacks, lighting, and scents, you’ll show that you pay close attention to detail. This will resonate with your clients and convince them they’ve come to the right place for their service. First impressions matter, and you’ll be off to a great start by following these tips.

Featured Image Credit: Curtis Adams; Pexels.com. Thank you!

4 Ways to Ensure Your Software Offers Exceptional Customer Experience

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4 Ways to Ensure Your Software Offers Exceptional Customer Experience

In today’s digital age, customers have thousands of companies at their fingertips. Consequently, if you want people to choose your business over that of your competitors, providing an exceptional customer experience (CX) is essential.

For many businesses, this starts with their customer-facing software. Customer-facing software refers to digital solutions designed to create a positive user experience. As a result, these solutions have the power to ease common pain points and turn casual customers into loyal patrons.

Not sure whether your customer-facing software is up to snuff? Don’t fret. There are simple steps you can take to improve your digital customer service. Outlined below are four strategies to ensure your customer-facing software exceeds user expectations.

1. Use an appointment scheduler.

If you’re in the service industry, your company likely relies on customer appointments. Unfortunately, many businesses don’t understand the importance of accessible appointment scheduling. Complicated scheduling processes and old-school telephone calls frustrate customers. Therefore, outdated tech is driving them to competitors that are more convenient to book with.

Stop losing clients by making it easy for them to book appointments online. Digital appointment schedulers allow customers to schedule appointments without ever needing to call your company.

These software solutions are available 24/7, so customers can schedule appointments at any time of day. For example, do customers need to cancel? No worries; digital appointment schedulers provide options for people to reschedule and edit appointments.

When choosing your appointment booking software, look for one with calendar integration.

While most schedulers have a built-in calendar, some don’t integrate with other calendaring solutions. Consequently, this can cause you to miss appointments if you don’t check your appointment scheduler regularly. Instead, find a solution that instantly updates all of your calendars when an appointment is booked.

2. Have a mobile-friendly website.

Nowadays, people are glued to their smartphones.

A 2021 survey assessed that almost 50% of the people surveyed spend at least five–if not, six hours on their phones every day. As a result, this means there’s a 50/50 chance that customers will pull up your website on their mobile devices.

If your site isn’t optimized for mobile, it may be challenging for people to navigate from their phones.

Mobile-friendly websites now use a responsive design. Therefore, this means your site automatically displays properly, no matter what device users are on. Without responsive design, mobile users will just see a smaller version of your desktop website. These are often hard to navigate from mobile devices and can leave customers frustrated.

In order to implement a responsive design, your site must use a fluid grid. This grid style appropriately sizes elements based on what device customers are using. Website developers can implement a fluid grid by editing your site’s CSS. But if that feels too technical, many simple website builders offer basic templates for mobile-friendly sites.

3. Provide self-help options.

When customers encounter a problem or have a question, they don’t want to get on the phone and wait to speak to a representative. Instead, they’d rather quickly discover the answers they’re looking for themselves.

Providing self-service options gives customers the tools they need to solve their own problems. As a result, this leads to faster resolutions and allows your customer service team to focus their energy on other tasks.

There are many ways to add customer self-service to your website. Two popular options are company knowledge bases and chatbots. A knowledge base is a portion of your site that houses information to help customers learn about your service. This section of the site may include blogs, guides, and a FAQ page.

Chatbots are AI-driven computer programs that process and simulate human conversation. They’re often used to answer basic customer questions like “What is your pricing?” or “Can I reschedule my appointment?” Chatbots can find information for customers more quickly than humans and tailor content based on the conversation. Therefore, this helps customers find answers faster than if they were speaking with an employee.

4. Collect customer feedback.

You’ve simplified scheduling, created a mobile-friendly website, provided self-help options, and sought at all turns to provide an exceptional customer experience. But how do you know if the changes you’ve made have impacted your customers’ experience?

You ask them.

Companies that provide a quality CX understand the importance of feedback. This information can be used to gauge customer satisfaction and make improvements to your service. Additionally, asking for and implementing feedback signals to customers that you value their insights.

Customer satisfaction surveys are a simple way to gather answers to specific customer service questions. Deploy feedback surveys after a service has been provided to better understand the customer experience. If you notice a negative feedback trend, make a plan to address the highlighted issues. Then share this plan with your customers so they know you take their opinions seriously.

Start Improving Your CX Today

Your customers have more options today than ever before. If you want to stand out from the competition, it’s critical that you provide an exceptional customer experience. This starts with your customer-facing software.

Featured Image Credit: Andrea Piacquadio; Pexels.com. Thank you!

4 Ways Businesses Can Expand Their Payment Options

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Expand Payment Options

Part of catering to customers’ needs is offering flexible and convenient ways to pay. Sometimes the difference between making a sale and not is a payment selection clients can work with. Whether you strictly stick to services or also sell products, increasing your payment options can also expand your customer base.

At the same time, balancing business and client needs is essential. It may not be practical or cost-effective to offer some solutions if setup and maintenance expenses are too high. Frequency of client use, transaction fees, and chargeback risks are considerations every owner should evaluate. Most importantly, payment options must make sense for individual appointment-based business models. Below are four ways to expand customers’ payment choices.

1. Set Up Mobile Payments

Mobile payments can cover everything from digital wallets and peer-to-peer payment services to QR codes. These options make it easier for customers without traditional bank accounts and debit cards to submit payments. With the rise in the gig economy and money management alternatives, mobile payments also offer clients additional flexibility.

Some customers may have conventional checking accounts where they manage part of their income. However, they might also do side work and have supplemental income that goes into peer-to-peer or digital wallet accounts. These clients may prefer to pay for services like haircuts and home repairs with their side income. Online and in-store mobile payments make the process simpler since customers don’t have to move money between accounts.

Survey research shows that 71% of U.S. consumers have used a mobile wallet to make payments in the last year. The convenience of not carrying a physical wallet or purse may be part of the appeal. Other factors that make mobile payments attractive are their contactless nature and enhanced security. Customers don’t have to exchange card details or account information. Businesses, however, have to consider transaction fees and the possibilities of chargebacks.

2. Offer Electronic Invoicing

Electronic invoicing is a way to bill clients after they’ve received a company’s services.

Say your business provides in-home maintenance services related to plumbing or electrical wiring. Customers schedule appointments for these services on your website and receive confirmations with a technician’s details. Often, the extent of the problem and the appropriate fix aren’t known until the day the tech shows up.

Before property owners pay, they want to ensure work is done properly and everything’s working. It may take a few days after the job is done for clients to verify nothing else is wrong. Sending invoices via email after technicians complete the work gives customers that time and lets them submit payments securely.

Customers don’t have to exchange credit card or checking account information directly with someone they may not know. Electronic invoices also save employees time at a customer’s location. Repair technicians don’t have to collect and verify payment details or ensure they have a good cellular data connection. They can inform the customer they’ll receive an invoice in their email and move on to the next job. Business risks include delayed payments and write-offs.

3. Give Recurring or Automatic Payment Options

Repeat customers who come in frequently or purchase ongoing services might prefer recurring or automatic payments. With these options, clients can set up which account they want a business to charge each time they buy something. For example, a pet daycare and boarding facility can offer recurring payments for clients who use the services weekly.

Instead of collecting payment for each visit, the facility can charge the person’s account. The frequency could also be set according to client preferences or business needs. For instance, the facility might apply charges on a rolling 30-day basis. The business might charge for monthly boarding and daycare visits at once, giving customers an easier way to budget.

Recurring or automatic payments can also work well for gyms, dance studios, house cleaning services, and ongoing care facilities. One of the biggest advantages of routine payment options is they’re convenient for the customer and the business. Neither side has to remember to send or collect payment. Yet some of the same risks and costs that occur with manual payments still apply. These include insufficient funds, fees, chargebacks, and fraudulent transactions.

4. Provide Payment Plans

While some services don’t cost much, others do. Significant expenses can make customers delay their purchases and major projects. Others won’t be able to fit these costs into their budgets without ways to make smaller payments over time. Offering payment plans or same-as-cash credit options can help businesses overcome the affordability obstacle.

For instance, a painting service may perform a variety of jobs that vary in cost. Some requests will run a few hundred dollars, while others will go into the thousands. Clients may appreciate options to pay off the work over six months or even a year. Payment plans give customers flexibility and ease the pain of paying for much-needed services.

Some businesses may choose to manage payment plans in-house or work with a service that extends on-demand credit to clients. Either way, working within customers’ budgets can bring in more business and expand market reach. However, payment plans may require more follow-up and some degree of automation. The risks of write-offs and slow payments exist. Credit services might also mean more transaction fees and reduced revenues for businesses.

Expanding Payment Solutions

When businesses offer more payment options, their services are more likely to appeal to a wider customer base. Flexibility, affordability, and security often represent clients’ top needs. Giving customers choices beyond cash and conventional credit and debit cards shows a business is willing to accommodate those desires. Alternatives, such as mobile wallets and payment plans, can give service providers another way to stand out from the competition.

Featured Image Credit: Yan Krukov, Pexels. Thank you!

How to Create a Kid-Friendly Waiting Room

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kid-friendly waiting room

Sitting in a waiting room is no one’s definition of a good time. This is a common sentiment among adults, but with kids, it becomes an even greater problem. Children struggle with sitting still and waiting for an upcoming appointment, whether theirs or someone else’s. This makes providing a kid-friendly waiting room a priority for your clients.

You may have a lot of clients who bring their kids to appointments. Or perhaps, like a pediatrician or pediatric dentist, you run a business that caters to children. Either way, your waiting room will need some adjustments. A kid-friendly waiting room will make time spent in the front room more bearable for everyone. Here are a few ideas you can consider for your own business space.

1. Prepare Some Snacks

If there’s one thing kids love, it’s a tasty treat. There’s a reason why many doctor’s offices provide lollipops for their youngest patients. An appealing snack can keep kids occupied while they wait for an upcoming appointment.

As delicious as a cherry sucker might be, parents will appreciate having access to some healthier snacks. Granola bars, trail mix, and dried fruit are all possibilities to consider. These can keep kids busy for a few minutes while also providing them with some essential daily nutrients.

Another thing to keep in mind is the potential mess. While crackers might seem to be a good snack option, they can leave a trail of crumbs in their wake. Parents may feel guilty when their child leaves a mess in your waiting room. Even if you insist that you’ll be happy to clean it up, it’s better to choose less crumbly alternatives.

2. Invite Play

If there’s one thing kids hate, it’s sitting still. Young children have a lot of energy that they just can’t keep bottled up for very long. You should account for that rather than creating a waiting room that requires them to sit still for long periods of time.

This doesn’t mean that you have to install a jungle gym on your property and let kids go wild. Instead, provide some games and activities that will keep them occupied while remaining under control.

Bead mazes and wall-mounted busy boards allow movement while still encouraging kids to stay put. Coloring sheets, picture books, and building blocks are other great toys that kids of various ages can enjoy.

3. Accommodate Parental Needs

A kid-friendly waiting room should also appeal to parents.

This will help them take care of their kids in the best way possible while waiting for an appointment. If parents feel uncomfortable, kids are more likely to get out of hand or become upset.

Consider the simple things, such as having a space for strollers or baby carriers. These items can be cumbersome and really get in the way of a parent’s ability to monitor their children. Just not having to lug them through an entire appointment will be a great relief.

4. Keep It Clean

Another thing that parents will love to see is a clean waiting room.

The COVID-19 pandemic has made sanitized public areas an even greater concern than they had been previously. Parents want their kids to be safe and healthy while still being able to live out normal lives.

Develop a cleaning policy and post it for parents to see. Let them know that the kids area of the waiting room is disinfected multiple times a day. This way, they’ll be able to let their kids play with greater peace of mind.

5. Separate the Waiting Room Into Distinct Areas

In some cases, your patients or customers will cover a wide demographic range. While you may have a lot of families with young children in your waiting room, you may also have older adults. Keep that in mind when you’re designing the final layout of your waiting area.

If possible, try to separate your waiting room. The kids area can be on one side or even occupy its own dedicated room. Children will be able to laugh and play undeterred. On the other side, adults waiting alone won’t be bothered by the noise the kids are likely to make. Both contingents can relax as they wait in their own way.

6. Update the Theme

In the kids area of your waiting room, make plans to brighten up the place.

Kids will respond better to brighter colors or murals of animals and scenery to look at. It will make your waiting room seem more fun and inviting. Provided you’re happy with your decor overall, the adult corner of the waiting room can remain the same.

A space that looks like it’s designed for children will seem more welcoming to kids and their families. Playing with toys in a gray room filled with understated leather furniture almost feels wrong. A friendly giraffe on the wall, on the other hand, will convince them otherwise.

The happier a child is in the waiting room, the more easily they’ll cooperate during an appointment. Families will return to your business if you successfully provide a waiting room experience that caters to their needs. They may even refer your location to other families looking for a business that welcomes families with children with open arms.

Image Credit: Gustavo Fring; Pexels; Thanks! 

5 Ways to Customize Your Client Experience

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Client Experience

From start to finish, there’s a lot that needs to be done to take care of your customers. You want them to have a flawless check-in experience, an ideal appointment, and a clean exit. Satisfied customers will leave positive reviews and refer your business to their friends.

One way you can set yourself apart from competitors, while simultaneously enhancing the client experience, is by offering customization options. This way, each client can have a unique experience that fits their needs and preferences. Customization isn’t always easy in the brainstorming phase, so here are some ideas you can use to get started:

1. Provide Onsite Child Care 

Many clients have children, but they won’t always have access to childcare when they have time for appointments. Additionally, few businesses allocate resources toward onsite child care services. This monumental gesture could be huge for your local community, if implemented correctly.

Just think of how many parents will appreciate being able to go to the salon on a Saturday because they can take their child along. Parents with working partners also don’t have to postpone dentist appointments or doctor’s visits simply because they’re too busy with kids during business hours.

Onsite child care should have at least one designated employee to take care of any children present. Some sanitized toys and a TV are enough to keep them entertained for a half-hour appointment. Your clients will be extremely grateful and may return frequently due to this service.

2. Send Personalized Gifts

Who says you should only take care of your clients while they are inside your building? A lot of what can make a client experience unique occurs before and after their appointments. For example, you can go the extra mile by sending some personalized gifts to your regulars.

In your customer portals, you can keep track of birthdays or other special events worth recognizing. An email saying happy birthday with a gift certificate or coupon attached is a nice gesture that isn’t required. Going out of your way to send little messages and gifts like that can really set your organization apart.

To make this strategy work you really have to be sincere. Get to know your clients and remember key details about them. This way you can congratulate them when they grow their family, graduate from school, or accomplish other things outside of regular holidays.

3. Offer Loyalty Discounts

Appointment-based businesses are no strangers to loyalty and rewards programs. What you might not have considered is offering a variety of loyalty programs for customers to choose from. This way each client will receive bonuses and incentives that actually matter to them rather than a one-size-fits-all solution.

Let’s say you set a benchmark of 10 appointments for the first loyalty bonus to kick in. Customers can have the option to accept a discount on their next appointment or receive an Amazon gift card, among other options. You’re offering them a simple choice to make, but the freedom to choose is a powerful gift.

Loyalty points are perhaps the most flexible way to incentivize and reward your clients. Points can be redeemed for discounts, gift cards, or even stockpiled for larger rewards such as electronic devices or even hotel stays. Some customers might strive to unlock the highest reward possible, while others will be content to receive a voucher for a free meal.

4. Keep Preferences on File 

If you get your haircut at the same salon, they likely remember exactly how you like it. This shows they put forth effort to customize each client’s experience and keep it consistent. Your business might fall under a different sector, but the principle is still the same. Keeping customer preferences on file can add a lot to their experience, especially when repeated.

A few examples would be recording a client’s favorite massage therapist or the nail tech who knows their preferred style. You can also keep track of details such as appointment times, so you can suggest the best date and time for a follow-up appointment. This information is best tracked in a customer portal that can be created and maintained through a CRM or customer relationship management tool.

5. Provide Snacks and Refreshments 

You should do everything you can to keep waiting times low. Unfortunately, due to circumstances that are out of your control, wait times might run longer than you’d expect. Additionally, some industries can’t help but have wait times, such as a mechanic’s shop providing an oil change.

If you have a lot of early morning appointments, a fully stocked coffee bar should be a big hit. You can provide all sorts of flavors and fixings to keep guests comfortable in your waiting room. A soda fountain machine or individually packaged snacks are other treats you can leave out for your clients while they wait.

After going through this list, stop and think about what your clients would appreciate the most. Be creative with the ideas you choose to implement. As long as you have their best interests in mind, you will find success in customizing their individual experiences.

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