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Get to Know…Sara Patterson

MJM is pleased to welcome our newest member to the team—Sara Patterson.

Throughout her career, Sara has helped corporate businesses, local businesses, and non-profits tell their story through copywriting and communication strategy. She’s awesome, and if you want more information on her career you can find her bio here. But today, we know you want to learn some things about Sara that won’t show up on her LinkedIn account. We sat down and asked her some hard-hitting questions that will help you get to know her better.

What is your dream vacation?

Italy, for sure.

What actor would play you in a movie?

Hmm, I’m not sure. Probably Rebel Wilson or Tina Fey. They are almost as sarcastic as I am.

In high school, you would have been voted, “Most Likely To…”?

Bail you out of jail, for sure. I’ve always been the person you call when you’re in trouble.

What would be your “catch phrase” or famous quote?

“Words are my friends, and I want my friends treated well.”

What is your favorite candle scent?

Probably “bake and eat” scents, I suppose.

What is your favorite candy?

Anything with chocolate caramel or peanut butter.

What is your secret talent?

My secret talent is how fast I can read. Also, I’m fluent in two languages: English and Sarcasm. Does that count as a talent?

Welcome to the team, Sara! We’re happy to have you aboard. For our clients who are lucky enough to have Sara on their team, we know you’ll quickly see her value in caring for your words, brand, and overall project.

How to (Actually!) deliver an outstanding customer experience

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I used to dread calling the doctor’s office. It wasn’t that it led to stepping on the scale (though that also wasn’t always pleasant) or the occasional shot or two.

It was that it led to music. Invariably, I’d be put on hold while the scheduler took another call, and for a few torturous minutes, I’d be accosted with a screechy, tinny distortion of The Four Seasons.

Vivaldi and I were not impressed.

My doctor’s office needed more than just higher quality on-hold music; they needed to examine their customers’ experience. Sure, they’d covered all the expected bases, but with a little insight and attention to detail, that office could have—in keeping with today’s analogy—gone from passable high school band to South Dakota Symphony Orchestra in no time.

What are your customers really buying?

Business leaders all agree that making customers and clients feel taken care of is paramount and worth the investment. But what they sometimes overlook is that customer care extends far beyond an aesthetically pleasing website and timely delivery of goods and services.

That’s not as far-reaching as it sounds, and even better, can usually be done gradually with a few simple changes. Whether you’re designing the experience at a coffee shop or a healthcare center, here are a few strategies to get your customers raving about their time with you:

  1. Experience your customer’s point of view. Start back at a Google search and move to filling out your website’s contact form. Call your business for directions, park in the customer section of your lot and sit in your waiting room or public area. Walk through the entire experience, being mindful of ways to improve. And don’t just do this once; do it on a regular basis.
  2. Take every sense into account. What do customers smell when they visit your location? Is the space too dark or too light? If there’s seating, is it comfortable? Consider the noise level and background music. Are they pleasing or distracting? Look at accessibility. Are counters too high for someone in a powerchair to see over?
  3. Train your staff. Customer care goes beyond being friendly and helpful and doesn’t always come as naturally as we assume. Be intentional about training your staff to show empathy toward customers, clients, or patients. These changes can often be simple to implement. Instead of calling patient names across the waiting room, staff at Vance Thompson Vision in Sioux Falls make a point of walking to patients before greeting them. It gets the interaction off on a personal note and puts patients at ease. Another business realized that handing its clients off from one professional to another, while efficient for them, was disorienting for their clients. They adjusted their workflow so that clients worked with the same representative from the beginning to the end of their experience.

Making your customers feel valued and cared for is crucial to your business. The kind of marketing a loyal ambassador provides is priceless, but with some mindful changes you can tap into its benefits. (And this time Vivaldi *will* be impressed.)

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