A truly excellent customer experience can make or break a company’s success—especially today. Just as the things a company is capable of providing have evolved with time, so have customer behaviors. Today’s consumers are more discerning than they once were. They not only expect high-quality products, but they also expect high-quality service.
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It’s no secret that the past couple of years have significantly affected the way we live and work. As a result, individuals across all industries have had to find new ways to make this “new normal” work. In most cases, it meant a switch to a remote, work-from-home lifestyle that required new tools and strategies to fully automate systems conducive to this kind of working environment.
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The pandemic has affected nearly every industry in some way. Over the past two years, we’ve all adjusted and adapted to get back to business and our daily lives. However, our industry, the parking industry, has been particularly affected.
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Of course, the concept of A+ service is much different than putting it into practice. To start, think of the end-to-end experience and how best to make that happen.
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Today’s customers have higher expectations than ever before. In the world of parking, this means they want to find and access parking garages with ease without the need to interact with staff. However, when they do need help, they want it on-demand. Essentially, they want services they can access independently with the illusion that no one is around but can get help when and if they need it at the push of a button.
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Expectations are changing, and so should your products and services. Newer and younger generations have been raised on technology. Thus, how they interact with it and what they expect from it is different from previous generations. Millennials and Gen Z, for example, are much more adept at using technology and may not struggle with it or require much assistance.
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Consistent and quality customer experiences are key to running a successful business. Each and every customer experience is important. In the age of digital media and online reviews, dismissing an outlier negative experience can quickly turn into a tarnished brand reputation. Just a couple of bad customer experiences can be amplified, damaging your brand and your bottom line.
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Every company needs an efficient business system or process comprised of best practices, principles, and guidelines to optimize daily operations. A quality system will not only benefit your staff, but if you align your priorities with operations, you will consistently deliver a satisfactory customer experience.
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92% of customers have been found to abandon a brand or service after only 2–3 bad experiences. The key to retaining customers and building brand loyalty is superior customer service. If you don’t have the staff available to attend your garage 24/7, it’s essential to have a backup plan, such as an automated system that offers live assistance at the push of the button for those times when a staff member can’t always be there in person to help.
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Once you’ve come up with the criteria for your quality program and start implementation, the next steps are to ensure that priorities are in alignment with your operations. When needs are being met, and everything is in alignment, you will continually provide an excellent customer experience.
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