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The quest for experience has put ambiance in the front burner of excellent service delivery in the world. People tend to pay for experience and not for service any longer. A friend of mine would always want to buy from a particular place in Abuja, while I would opt for a different place within the city. I eventually summoned the courage and asked why he wouldn’t trade-off the place for another, and he suggested I followed him to see for myself how irresistible the place was. I eventually visited the place and my agreement with this saying, ‘do not judge a book by its cover’, was altered. It made me realise that they’re some books, buildings, event places, that invite you in simply by their appearance. Their exterior will have you longing to go inside of the building to experience the interior, and this is why we will all want to visit a place for the first time. Ambiance in customer service is very important. Business owners must avoid unwelcoming environments or customers would be turned off. One of the many ways to improve your ambiance is with colours. It has been proven by psychologist that colour can actually affect the way we feel, and even have a physical effect on us. Different colours create different experiences to customers and employees. According to psychologists, blue colour creates a calm environment and atmosphere which proves to reduce blood pressure, while green colour creates a restful state of mind. Purple may inspire contemplation for those that are looking to create a safe haven where customers can discover their inner most thoughts. On the other hand, yellows excites and increase cardiopulmonary activities, while red increases blood pressure and appetite. Customer experience for the millennials must involve creating a mood that inspires or gives a sense of security. However, too much colour without engaging professional hands may become tiresome on the eye and can even cause stressful reactions. Scents and fragrances are always welcoming touch points for customers. It’s a proven fact that scents or fragrances reduce anxiety, lift depression, and can even energizes your staff and customers. Why not employ some of these tips to better your customer service experience.
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This article was first published on 18th July 2017
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Aliyu ilias is a customer experience management expert, the Author of a Customer experience management Book and founder of Nigeria customer service Awards.

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