Art Studio Customer Experience Training

You're an Art Coach at Brook's Art Studio and you're demonstrating to new customers how to draw from observation. In the middle of a drawing demonstration, an customer appears frustrated, says to herself “I don’t get it!”, shakes her head, gets up and leaves the room. What do you do? [[Since there are several other customers engaged in your demonstration, continue on and let the upset customer leave.->Bad1]] [[Since there are several other customers engaged in your demonstration, continue for a few more minutes until you can find a natural place to pause. Then go find the upset customer.->Okay1]] [[Pause the drawing demonstration by saying “You all are doing great! I’m going to let you all work on your own for a few minutes and I’ll be right back.” Then follow the upset.->Good1]]

You catch up with the customer in the hallway. What do you say? [[“You seem upset. Are you frustrated with the drawing instructions?”->Good2]] [[ “You seem upset. Is there anything I can help with?”->Bad3]] [[“Are you okay? If you didn’t like the class, I can give you your money back.”->Bad2]]

You catch up with the customer in the hallway. She's getting ready to leave. What do you say? [[“You seem upset. Are you frustrated with the drawing instructions? Because I have a really effective exercise I can show you right now if you come back.”->Okay5]] [[“You seem upset. Is there anything I can help you with?”->Bad3]] [[“Are you okay? If you didn’t like the class, I can give you your money back.”->Bad2]]

The customer leaves the studio discouraged and writes a negative review on Yelp. She tells all her friends to avoid Brook's Art Studio. [[This choice had a negative outcome. Why did this happen?->Neg1]]

The customer says, “Yes! I just don’t get it! I really don’t think I have a creative bone in my body!” What do you say? [[“I think I can relate to how you feel. When I was learning how to draw in college, I didn’t get it either and it caused me a ton of frustration. I walked out of my class several times! But I figured out a way to train my hand-eye coordination with practice exercises. Can I walk you through the process?”->Good3]] [[“I know how you feel. Learning to draw can be frustrating sometimes, but you just have to keep practicing. Can I show you some exercises that might help?”->Okay3]] [[ “I’m sorry you’re having a bad experience. Maybe it’s just not a good day for you to be creative. Do you want to try a different class with another Art Coach?”->Bad3]]

The customer starts walking toward the door. “No thank you. I’m just not creative enough for this class. I won’t be returning.” [[This choice had a negative outcome. Why did this happen?->Neg2]]

The customer says, “Yes, I would like my money back. I’m so disappointed.” [[This choice had a negative outcome. Why did this happen?->Neg3]]

The customer seems reassured and believes that you can truly relate to how she feels. She agrees to go back to the session with you. What do you do next? [[Provide a 1 minute practice exercise that develops hand-eye coordination. “Let me show you how to use this, then I’ll have you try it.” Demonstrate how to use it, watch her use it and give positive feedback and gentle correction if needed. ->Good4]] [[Provide a practice exercise that develops hand-eye coordination. “Just read the instructions and I’ll check back with you in a while.” Then you return to your group demonstration.->Okay4]] [[You motion for the student to return to her seat, then continue with your group demonstration.->Bad4]]

The customer hesitates, then says, "I guess I can try it. What do I have to loose at this point?" What do you do next? [[Provide a 1 minute practice exercise that develops hand-eye coordination. “Let me show you how to use this, then I’ll have you try it.” Demonstrate how to use it, watch her use it and give positive feedback and gentle correction if needed. ->Good4]] [[Provide a practice exercise that develops hand-eye coordination. “Just read the instructions and I’ll check back with you in a while.” Then you return to your group demonstration.->Okay4]] [[You motion for the student to return to her seat, then continue with your group demonstration.->Bad4]]

The customer starts to smile and says, “Oh, I get it now!” Thank you so much for helping me!” She continues to use the practice exercise, then switches back to the drawing lesson with confidence. When she leaves she says “I love how this drawing turned out! I can’t wait to show my friends. See you next week.” These choices had a great outcome because you empathized with the customer during the time of crisis, provided and demonstrated the tools needed and you stayed with the customer until she experienced success! Great job! [[Try Another Path->Scenario Intro]] [[End]]

The customer attempts to follow the instructions on her own, but never truly grasps the concept. By the time you check on her at the end of the session, she says, "I gave it a try, but I just don't think I'm cut out for this type of art. I'm not sure I should continue this art class." [[This choice has a mediocre ending. Why did this happen?->Med1]]

The customer waits patiently as you continue with the drawing demonstration to the rest of the group. But after 20 minutes of waiting, she gathers her things and leaves the studio. When she gets home, she complains to her family about being neglected and gives a very negative review on Yelp. [[This choice had a negative outcome. Why did this happen?->Neg4]]

The customer says, “Yes, I am frustrated! I just don’t get it! How will those exercises help me? What are they?” What do you say? [[“I think I can relate to how you feel. When I was learning how to draw in college, I didn’t get it either and it caused me a ton of frustration. I walked out of my class several times! But I figured out a way to train my hand-eye coordination with practice exercises. Can I walk you through the process?”->Good3]] [[ “I’m sorry you’re having a bad experience. Maybe it’s just not a good day for you to be creative. Do you want to try a different class with another Art Coach?”->Bad3]] [[“I know how you feel. Learning to draw can be frustrating sometimes. These exercises will give you a chance to practice. ->Okay3]]

This was a negative outcome because you missed the opportunity to help a dissatisfied customer. [[Try Again->Scenario Intro]] [[End]]

This choice had a negative outcome because you needed to relate to how the customer feels and identify the possible problem. Expressing sympathy is not the same as empathy. You are communicating that you aren’t equipped to help fix the problem. [[Try Again->Scenario Intro]] [[End]]

This choice had a negative outcome because you disregarded that the customer is upset and you’re offering a quick way out instead of trying to help solve the problem. [[Try Again->Scenario Intro]] [[End]]

Communicating empathy will help customers believe that their feelings are valid and that you care. When you relate to an upset customer with your own story, they will be able to trust you and listen to a solution to their problem. Provide the customer with the tools they need and guide them through the process until they experience success. You are now equipped to draw out your customer! [[Start Over->Scenario Intro]]

This choice had a mediocre ending because you provided a solution to the problem, but you left the customer to figure out how to apply it correctly. Some customers might persevere and figure it out, but for most it causes more frustration and self-doubt. [[Try Again->Scenario Intro]] [[End]]

This choice had a negative outcome because the customer is still stuck in her problem while you help the rest of the group advance. [[Try Again->Scenario Intro]] [[End]]