What are the leadership barriers to doing this?
The T in AIDET stands for Thank You. We are in a hurry. We are going from one job to the next. Our work is done. All of these are likely common refrains about adding yet another (and final) step into this process that some may see as unnecessary. Even others may wonder why in the world we would thank anyone. Didn’t we just do the work?
What is the case for doing it anyway?
It is hard to say if any of the five steps in AIDET are more important than the other, but the final step may be the most important. Taking the time to double back and let the customer know that we have finished closes the loop on their request. Thanking them for the opportunity to serve them puts an exclamation point on it! It shows that we are grateful that they trusted us and chose us. It communicates that we are ultimately most interested in them being satisfied with their experience. It sets the stage for them to rely on us again in the future.
How can you do it?
Make an effort. It doesn’t take much work to follow up with someone. Make the effort to close the loop.
Human contact. There are systems that can communicate the work is done. A personal message is more genuine and goes further in letting the customer know you care about their experience.
Cultivate a concern for the customer. We must rewire our minds. Our tasks aren’t just tasks. They are opportunities to serve someone. Once we have cultivated this desire to serve, we can better implement the AIDET strategy.