Have you ever been blown away by a sales encounter? Or by a customer service person who was polite, efficient, and helpful?

Ashley from 53rd bank called me up after we moved to Chicago to see how we were doing. We had recently changed banks and set up a free checking account with her about a month and a half prior. What surprised me was that she wasn’t trying sell us on anything else—she wasn’t calling to market another financial service. It was purely, “How are you guys doing with the move?” And yes, I was impressed! And yes, the 53rd Bank brand was also magnified and affirmed.

Total customer satisfaction is essentially made up of a series of customer experiences, or, as we might say, the net result of the good ones minus the bad ones. It occurs when the gap between customers’ expectations and their subsequent experiences has been closed. 

If the customer has made a significant investment in purchasing your produce or service, it should include a follow-up call to see how it's going. Do they have any questions? Can you offer any assistance in experiencing the product or service more fully?

Think about going the extra mile that other companies don't—that might be your competitive edge. Delight your customers by surprising them with something beyond their expectations. You might just turn them into a gung-ho raving fan customer!