From Customer Service to Customer Experience: 6 Lessons for Ops Bosses® and Agents In the world of business, the difference between customer service and customer experience can often be subtle, yet profound. Understanding this distinction is crucial for fostering lasting relationships with clients. Recently, I had the opportunity to experience both aspects firsthand when I visited Alimond Studio to record a podcast and get new headshots. Here’s a glimpse into my visit and the valuable lessons I learned about the opportunities to elevate customer interactions. The Backstory: A Referral and a Brilliant Strategy My journey to Alimond began with a referral from a wonderful coaching client who had previously been a guest on their podcast “The Alimond Show”. The podcast, which has excellent info for entrepreneurs, also serves as a lead generation tool for the studio. (Brilliant, right?!) Guests are invited to be interviewed for the podcast, then offered the opportunity to take headshots. If they fall in love with the photos, they can purchase them. Additionally, the studio provides video clips for social media use, making the entire experience a win-win for both the studio AND the podcast guest. I greatly appreciated the referral and was eager to see what this unique approach had to offer. Lesson: Leveraging referrals and creating win-win scenarios can significantly enhance client engagement and business opportunities. The Warm Welcome: Setting the Stage for a Great Experience From the moment I booked my appointment, the photographer’s team demonstrated exceptional systems and processes. (You KNOW we love systems here at Ops Boss® Coaching!). Each step of the journey—from inquiry and interview, to appointment setting and appointment reminders, and post-photo shoot follow-ups—included scripted texts, videos and emails. Prior to my arrival, I even received a video that showed where to park and how to find their office on the second floor. This thoughtful touch made my visit stress-free and set a positive tone. The messages ensured 100% clarity around what was happening at each stage AND set the stage for great expectations of what was to come. Lesson: Clear communication that leaves nothing to chance significantly enhances the overall customer experience. Personal Touches: Enhancing the Customer Journey Upon reaching their studio, I was greeted by a personalized welcome sign at the top of the stairs. Seeing my name on that sign instantly made me feel valued and special. This small but significant detail exemplifies the difference between standard customer service and a memorable customer experience. The team guided me to an adorable private dressing room with full length mirror, great lighting, places to hang my outfits and an adorable “quote” wall. Signs encouraged selfies and Instagram posts. They offered me a cold drink, which was especially appreciated on a scorching hot day. These thoughtful gestures highlighted their commitment to creating a comfortable and fun experience. Next, we went downstairs to record the podcast. While they mic-ed me up, two people explained what we’d be doing and I was made to feel as comfortable as possible (well as comfortable as you can feel as an introvert with TWO cameras on you – HAHA!) However, recording the podcast was a breeze thanks to their clear explanations of the process. This level of preparation ensured I felt confident and at ease throughout the recording. Lesson: Thoughtful, unexpected touches (even when systematized) set a positive tone, make clients feel valued and turn customer service into an EXPERIENCE. The Photo Session: Balancing Efficiency with Personalization After the podcast, it was time for the photo session. While the process was efficient, there was one aspect that could have been improved: personalization. They didn’t ask why I was getting the headshots done, which resulted in generic poses and advice. It was only after I requested more fun shots in a second outfit change that I truly felt the photos reflected my personality. During the photo selection process, the person assisting me did ask personal questions (like when my birthday was). I’m sure this information will be incorporated into their follow-up touch program—a smart move for fostering long-term client relationships. Throughout my visit, I interacted with three different employees. (I already felt like I knew them because I had received an intro video prior to my visit.) Each one explained their role and seamlessly handed me off to the next person. Their approach made me feel like I was with an expert at each stage rather than being passed around. One person handled check-in and check-out, another recorded the podcast and took the photos, and a third interviewed me for the podcast. All these elements combined to create a cohesive and special experience, offering a welcome break from my day-to-day routine. Lesson: Personalization, questions and expert handoffs ensure clients feel understood and cared for at every stage of their journey. The Departure: A Lesson in Customer Care After making my photo selections and settling the payment, I was sent home with a lovely gift. However, as I left with my hands full of clothing, shoe changes, my laptop, and the fragile gift, I faced a small challenge. Navigating two flights of stairs with all these items proved difficult. I made it down safely and placed the gift on the roof of my car so I could juggle loading everything else. Unfortunately, two streets later, the gift was still on my roof and smashed in a million pieces as I accelerated. An offer to help carry my belongings down would have been a simple yet impactful way to conclude the experience on a high note. Lesson: Small things matter. Your final interaction is a great opportunity to do something simple and appreciated to set you apart. Conclusion: Striving for Excellence in Customer Experience This visit underscored the importance of going beyond good customer service to create an exceptional customer experience. The systems and hospitality at the photographer’s studio were impressive. There were areas for improvement that could have made my visit even more memorable. AND overall, they really did knock it out of the park. For real estate agents (AND their real estate administrative professionals, executive assistants, small business Ops Bosses® and directors of operations), the key takeaway is to pay attention to every detail of the customer journey. Personalized interactions, proactive assistance, and thoughtful systematized touches transform a routine service into a remarkable experience. ACTION ITEM: We all experience poor, good and great service in the interactions we have daily. Reflect on those experiences. What have you learned as a customer that you can implement in the business you work in to drive excellence, customer loyalty and REFERRALS?! An Example: A Personalized WOW Touch for Real Estate Teams Here’s an example of personalization that I implemented when I was DOO of a real estate team. When you list a home and send the photographer out, ask them to be on the lookout for pets. If the sellers have pets, have the photographer snap some candid shots of them. You can then take the best picture and order a canvas wall print to present to the sellers. This surprise gift often results in a “WOW” moment that is both personalized and deeply appreciated, showcasing the extra mile your team is willing to go to make clients feel special. I guarantee you that pet owners LOVE their animals like part of the family. When you do this, they will tell everyone they know about their amazing Realtor®. THAT results in referrals! And THAT is bossy!
