Make it easy to make 'em smile

Do you talk about going above and beyond for your customers?  Do you ask your team to make each client feel special?  And do you make it easy for them to do so?

I had the chance to visit Zappos and I learned that one of their secrets is to make it easy to make their customers' smile. The goal is to make a Personal Emotional Connection (PEC) with everyone who calls. Rather than your typical checklist, Zappos uses the "Happiness Experience Form" and tracks things like:

  • Did the agent try twice to make a personal emotional connection (PEC)?
  • Did they keep the rapport going after the customer responded to their attempt?
  • Did they address unstated needs?
  • Did they provide a 'wow experience'?

And if a Zapponian discovers an opportunity to make a customer's day, they use the handy dandy PEC station right beside their desks. There is a variety of thank you cards, flower, cookies, or balloon order forms, construction paper and colorful pens and a mailbox to get those personal touches out to customers right away.

Zappos knows that emotion drives people to share with others and they've simplified the process to make those connections.


How do you make it easy for your team to make your customers smile?