The Customer Experience: What People Expect

Sharon Boyd has nearly 25 years of experience between both the healthcare and marketing industries. In addition to being an RDH and content writing expert, she also holds a degree in business. Her responsibilities primarily include tackling the communication barriers between small business owners or healthcare providers and their prospective clientele.

The Customer Experience: What People Expect

When you think about companies who deliver the highest level of customer satisfaction possible, you probably think of places like luxury hotels or even your neighborhood Chick-Fil-A restaurant. What do these operations have in common and what can they tell you about enhancing the customer experience in your own business?

People Want to be Remembered

No matter how brief the interaction is, most customers want you to remember why they’re there. Recurring clients even expect you to recall their names or other personal information that they’ve shared. If you have a way of noting who’s who or an interesting tidbit about the individual that you can call on during your next encounter, it will make them feel acknowledged and valued.

Clients Want Your Undivided Attention

Unfortunately, in America we don’t like to wait. Our fast-food mentality spills over into practically every aspect of life. From waiting in line to staring at a receptionist as they talk to someone on the phone (instead of us), anything more than several seconds is enough to start wearing our patience thin.

Since waiting isn’t always avoidable, you can take steps to “erase” that brief memory by going overboard with attention. Look your customers in the eye, practice active listening, and try to repeat back whatever it is that they say. When customers know they have your complete attention, they equate that to a high-quality service.

Do your best to prevent clients from waiting, especially if they’re standing in front of you and you’re doing something else (like talking on the phone!)


From the quality of the service you’re offering to all of the costs involved, “honesty is the best policy.” Maybe they’re working with a tighter budget or they need to upgrade something that’s not getting the job done. Let them know what options are available, average prices for the different choices, and what they can expect out of each one. Which leads us to…


Every customer “controls” their situation, because they’re the one paying for the product or service. When you allow them to have choices (even if they’re guided or educated toward a specific one) it makes them feel like they’re in charge. And when they’re in charge, they’re less likely to go elsewhere. Even if you know what they need, always try to give them some type of an alternative.

Follow Up

If it’s within your abilities, try to follow up with your clients sometime in the next day or two. A brief phone call only takes a couple of minutes but the connection it creates is invaluable. You’ll have their name and notes handy, so you’re already creating a connection once they pick up the phone. Just follow through to see if everything is going ok, thank them again for their business, and let them know you appreciate their time. How many businesses do that? Not many!

A great customer experience will help your clientele keep your business name at the forefront of their minds, increasing referrals, revenue, and repeat business.