And there’s nothing worse than getting the voice mail system that asks you to enter “the first of four letters of the name person. “What if you do not know the name of the person who needs to talk to?) – What if our customers’ first experience with us is electronically through our website or email? What impression We Do – What is the first meeting with us as our clients? Are they comfortable, are made to feel welcome? – No questions asked trying to understand your needs before trying to sell something? – Are we asking about their expectations or make assumptions about what they want? – What is our process to give a proposal? – How long will they wait for a budget? – Does the project will be ready on time, as promised, and at or under budget? – Is it easy, relaxed and efficient way to do business with us? – Is it frustrating? “Where are the sore spots? – What customer experience once you become a client? – Is it predictable, reliable, rewarding, convenient and consistent? – What is not quite enough, but in the dramatic top? What does it look and feel to our customers? I invite you to play this game in your business? Pretend you’re a customer. If you have read about Hunter Pond already – you may have come to the same conclusion. Get your employees, friends and customers involved. See what your customers experience their eyes. Or better yet, the survey your customers and ask them what it is. And ask yourself this critical question every day? How does our business need to look and act the way that our customers need to look and act? Let me know what you discover! e Copyright 2005, Harris Darcie Darcie Harris is co-founder of EWF International i, a firm based in Oklahoma, providing peer advisory groups for women business owners and executives. International Franchise EWF i are available throughout the Southwest.