In the past few weeks, we’ve received some lovely feedback from our clients that brought something home to me and the team. As all business owners know, even seemingly simple reviews can make you pause and smile. The following reviews are especially valuable to us because they reflect something very intentional about how we work at Silent Customer.
“Thank you for all your HELP so far. You have been truly great throughout our partnership. It doesn’t go unnoticed and is very much valued and appreciated.”
“I truly appreciate how EASY you’ve made everything for me — from the initial setting up to the ongoing housekeeping and occasional nudges to ensure the visits happen!”
Step into Their Shoes
These reviews are a powerful reminder that in any customer-facing business, empathy isn’t just a nice-to-have — it’s everything. Being a successful business is about stepping into your customer’s shoes and asking, “What would make this easier for them?”, and then — crucially — delivering that experience without making them ask for it.
We Know You Are Busy
At Silent Customer, we don’t overload our clients with endless questions. Because we know that they are already juggling a hundred things. So we work hard behind the scenes to make sure that we take work off our clients’ to-do list, not add more to it.
When you hire a specialist, whether it’s for customer experience insight, interior design, or IT systems, you’re paying for peace of mind. You want the expert to just get it sorted, and that’s what we do.
Leave the Hard Work to Us
As an experienced team, we are able to build bespoke and effective customer experience surveys with minimal input from our clients. We know how the structure of a question subtly shapes the answer. We consider how a question will be interpreted, translated, and answered — and we write accordingly. Because thoughtful, well-crafted questions get useful, actionable insight. Click here to read more about how we write questions that actually work. And thanks to that approach, we can quickly spot when something’s off and offer clarity about what to do next.
The “Faster Horse” Effect
Henry Ford famously said:
“If I had asked my customers what they wanted, they would have said a faster horse.”
(Actually, there is no evidence he said that, according to his family. But it’s still a great line.)
The point? Customers often don’t know exactly what they need, they just know that they want things to be better, faster and simpler, and this is why they employ experts like us to lead with insight and initiative.
What Are You Really Asking of Your Customers?
It’s worth reflecting on your own business in this regard: Are you making your customers work for their experience with you?
If they’re:
- Waiting for a team member to notice them…
- Struggling to decipher a complicated menu…
- Filling out an overly long survey with the bill
…those are all friction points. Things they shouldn’t be paying for — because ease should be part of what they get for their money.
A smooth, easy, intuitive journey is a win for everyone. It’s easier for your team to deliver. And it’s more enjoyable — and more valuable — for your customers to receive. The effortlessness feels good. It builds loyalty. It makes people want to come back.
So, what can you do this week — today, even — to make something easier for your customers? If you aren’t sure, then we can help. Our mystery guests and shoppers can find out about your customer experience and what could be improved. Get in touch with us to find out more.
