Do You Make Your Customers Feel Stupid?

Research shows that engaged customers are a lot more profitable than disengaged customers.  One way to disengage your customers is to make them feel inept.

Joel on Software has a great post called 7 Steps to Remarkable Customer Service. 

One of the steps is called "Suggest Blowing out the Dust."  It's about finding simple ways to let your customers save face when they've made a mistake. 

This is something that won't cost a lot: 

1. Make a list of the top 5 "silly" mistakes your customers make
2. Create some "positive" phrases and procedures
3. Practice them

Photo Credit: I WILL BE GOOD  Originally uploaded by HoldThatTiger