What Do Quality Customers Experience? Part 1: Attitude
Quality Customers experience each company based on these five dimensions: Attitude, Responsiveness, Personalization, Expertise and Insights. Mastering each dimension gives your company the capabilities to consistently deliver Helpful Expertise and super-satisfy customers.
Jim Stein
Published Date: September 7, 2023
When customers encounter team members who exhibit a great attitude, they feel like they're really being helped.
Attitude
Attitude is how a person comes across. It’s a feeling we get about someone’s mindset, mood, outlook and energy. We have a sixth sense when it comes to sensing peoples’ in-the-moment attitude. While some people are pretty consistent in their outward appearances of attitude, others vacillate. We sense attitude changes in friends, families and coworkers. One day Tom is upbeat and positive, and the next, he’s surly and negative.
Quality Customers are very sensitive to Attitude because it signals your team member’s intent.
When they encounter your team member who exhibits a great attitude, they feel like the person really wants to help them and will be good to deal with.
