Management Tip of the Day: Skip the "surprise and delight"

Thu Oct 20, 2011 10:29am EDT
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BOSTON (Reuters) - Simple, quick solutions to your customers' problems may be far more useful than the notion that you need to "delight" them on a daily basis, says Harvard Business Review. So skip the balloons.

The Management Tip of the Day offers quick, practical management tips and ideas from Harvard Business Review and (http:\\ Any opinions expressed are not endorsed by Reuters.

"The notion of going above and beyond customer needs is so entrenched that managers rarely question it.

But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to their problem.

Here are three ways to give it to them:

1. Prevent callbacks. Customers hate having to return when their issue isn't resolved. Focus on heading off future issues, not just addressing current ones.

2. Make use of complaints. Use feedback from disgruntled customers to determine the biggest pain points. Reach out to unsatisfied customers and find out what you can do differently.

3. Empower the front line. Don't reward speed over quality. Measures such as 'average call time' encourage reps to get off the phone quickly rather than fully addressing customer concerns."

- Today's management tip was adapted from the book "Harvard Business Review on Increasing Customer Loyalty."

(For the full post, see: here)