All businesses should have a "should have" list, especially to drive your customer's experience.
For example, a restaurant's customer-focused must-have list could be a clean restroom, a warm greeting, clean dishes, good food, and more.
The "should-have" doesn't have to be physical items like a bottle of water. It can also be a "must-do" such as returning a call within a specific time frame. Create your own customer-focused musts and discuss them at your next team meeting.
You shouldn't have to put up a fight with a company to get your problem resolved. Instead, they should want to make you happy.
Every customer wants the kind of person in a company that will fight for them - put forth a determined effort. When a customer has a complaint, the company should make a determined effort to keep them content.
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