A customer interaction and a meeting are not truly finished until we take a moment to review and sum up what has just happened.
How do we recap?
1. In a customer interaction, we need to go over the pertinent details of the transaction and ensure that the customer understands exactly what he or she purchased and what will happen next.
2. In a business meeting, we need to summarize the 3 – 5 most important ideas and action items from the meeting, write them down, and assign these items to meeting attendees to complete.
Why recap after a customer interaction?
1. Recapping ensures that everything is accurate and that the customer is getting what they want and need.
2. Recapping allows us to notice if something is missing that is essential to make the transaction complete (e.g. batteries for an electronic device, etc.)
3. Recapping gives us an opportunity to upsell.
“You have ordered a hamburger and a soda. Do you want fries with that?”
Why recap after a meeting?
1. Recapping gives a good summary of the most important things that happened (or were decided upon) during the meeting.
“Summaries of information often work as well as – and sometimes even better than – longer versions of the same material.” Joseph T. Hallinan
2. Recapping ensures that everyone is on the same page.
3. Recapping well allows us to clarify and confirm. We set clear targets (and the tasks to realize the target) and thus create accountability to complete those tasks and realize those targets.
What do we do after recapping?
1. After a customer interaction, we do exactly what we said that we were going to do. And thus, we give the customer great customer service.
2. After a meeting, we follow up to ensure that everyone completes their assigned tasks on-time and that progress is made. We hold everyone accountable.
Summing up and recapping is all too often neglected.
- The waiter takes down your requests. But, neglects to note that you did not want green peppers because you are allergic. The dish comes back with green peppers and…
- The meeting ends. All of us head off clear in our heads of what was discussed and what needs to get done. Two weeks later, nothing gets done.
This forgotten act of recapping our transactions and interactions is vital to great customer service and to getting things done in and after meetings.