You have the power to awaken customer orientation

Dear customers, dear everyone…Because yes, we are all customers!

Customer orientation: an experience beyond expectations

As a customer, we appreciate having contacts, suppliers, service providers, or retailers who are customer-oriented. Awakening customer orientation can mean making an effort to satisfy us. They are capable of stepping out of their comfort zone or of avoiding cold and tedious processes. In short, of offering us an experience beyond our expectations through a gesture, a word, an attitude, or a decision.

Why are some employees not always customer-oriented?

Not all employees, in all companies, are naturally “customer-oriented“. And while some have a strong “customer reflex”, they are sometimes prevented from expressing this customer orientation. Their work environment can sometimes hold them back, such as processes or managerial pressure around productivity or profitability, etc.

The power of the customer: stimulating customer orientation

You have the power to act

So, dear customers, I feel I must reveal this to you: you have the power to stimulate the customer orientation of the people you interact with! As a customer, you have the ability to awaken the customer orientation that sometimes lies dormant in your suppliers. This also applies to service providers and retailers. And this power, you can exercise it very easily: all it takes is finding the right phrase that, by playing on a sense of complicity, will awaken empathy toward you. This will help them go the extra mile to satisfy you.

Concrete examples to inspire customer orientation

When I order eggs on my supermarket’s website, I add a note for the order picker — “Extra extra fresh eggs if possible, please, it’s for a carbonara.”
When I book a hotel room, I mention, “I have wonderful memories of my last stay at your establishment.” This will encourage them to select one of the best rooms for me.
When I need to rent a small car for the day, I try, “If you have one available, could you set aside a Fiat 500 for me? It would delight the whole family and remind us of our holiday in Italy 😉”

Benefits for everyone

By playing on empathy in this way, you can transform yourself into a truly engaging customer. This helps the person you are dealing with become more customer-oriented! Do not hesitate to do it! You will get more than you might have hoped for. As a bonus, you strengthen the customer orientation of your suppliers, service providers and retailers. They will be delighted to enchant you! Indeed, this is an effective method for gradually awakening customer orientation in others.

A virtuous circle

If each of us takes this small step just once a week… imagine the consequences: a wave of delight among customers and NPS scores that will soar! Feel like sharing your personal tips 😊?

Author: Gil Arban