Recap Commitments - Deepstash
Product Management Essentials

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Essential product management skills

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Product Management Essentials

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Recap Commitments

The last thing that happens in an interaction has a disproportionate influence on people's overall impression and memory of the experience (a consequence of the "recency bias," as it's known in psychology).

To help end on a high note, conclude calls, meetings, e-mails, and any other type of interaction with a recap of what specifically you're committing to do to help the person you're serving. This will instill confidence in your customer, showing them that you have everything under control.

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The Five Words To Take Ownership

"I can help you with that." If you confidently utter those words to a customer or an employee who comes to you for assistance, it immediately changes the tenor of the interaction.

To the person on the receiving end, it's a signal of ownership and advocacy--an indication that some...

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Be Super Responsive

Imagine submitting a purchase inquiry through a "Contact Us" form on a business's website--and then hearing back from a company rep within minutes. Exceptional responsiveness is a rarity in today's world, and when we encounter something novel and unexpected, our brain is biochemically primed to f...

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Greet Customers Right Away

If you work in a retail environment, be sure someone is greeting customers within 10 feet or 10 seconds of entering the store. That simple act of making eye contact and acknowledging the customer with a prompt and courteous greeting (even if just to say "I'll be with you in about five minutes...

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Set Clear and Time-Based Expectations

When making commitments--be it to call someone, deliver a proposal, or provide requested information--don't promise to get back to people "soon" or "shortly," because those terms mean different things to different people.

In most business contexts, ambiguity is the enemy....

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The Ultimate Customer Experience

The Ultimate Customer Experience

Entrepreneurs often think they must do whatever they can to satisfy their customers. But satisfied customers defect all the time, and if you want to derive a competitive advantage from the product or service experience you offer, it's not enough to satisfy people--you need to impress them.

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CURATED FROM

CURATED BY

nathanielyu

Audiological scientist

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