Can we say that? Can an emotion be attached to the customer experience?
We often hear and crave feedback on how we performed after a project is completed, or even praise while a job is in progress. The feeling we get is motivating and satisfying. Emotions are stirred when we hear good things about our work and the people on our team.
The reason for the positive outcome, the industriousness, performing to get everything just right, is a simple one. It’s more than a “job well done”. It’s an experience of human interaction, working together to produce the finest possible results. Emotions are involved. They run the gamut of exhaustion from hours on end of hard, often tedious work, to exhilaration at seeing the finished product, a crowning achievement.
This involves more than just “putting the customer first” or the old adage, “the customer is always right”. It is becoming part of each company we work with – being concerned about their smooth operation, their goals, and helping them achieve those goals. Our knowledge and expertise goes beyond the “scope of work”. We push beyond the boundary to do more than what is necessary during each individual customer experience.
Before our customer sees our floor as a finished product, we have to love it. And, yeah, we’re not afraid to say it. We love our customers too and that’s why they keep coming back.
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