Exercise (Be your own customer for a while)

Imagine you are a customer of your own firm. Visualize the experience, and walk every step wearing your customers' shoes.

And now answer the following questions:

1. How did you come to know about the company/firm?

 

2. What did you want from the firm?

 

3. How was your Moment of Truth i.e., the first point of contact?

 

4. How long did you have to wait?

 

5. Was the contact person cheerful or not?

 

6. Was there proper assistance/direction, in case the contact person could not satisfy what you wanted?

 

7. What was your first impression about the firm?

 

8. Was the place comfortable and easy to locate?

 

9. Were you given prompt and efficient service?

 

10.  How was the product and after sales service?

 

Answer all the questions that are appropriate to your own type of business and also list any other experiences that haven't been mentioned here.

 

 But remember that you are a customer and that you have no perception of in-house problems. Your only perception is what you take in through your own eyes and your own experiences.

 

It is these types of experiences that make up your customer and enable you to have an outside-in approach.