I teach customer service seminars all over the US. So, I’ve had the opportunity to meet a lot of people who are involved in customer service. In every session, I ask the people there to think about the last time they were “wowed” as a customer.
Without fail this question is always met with silence.
Then, once in a while, someone will come up with an incident that impressed them, as a customer. It’s usually something like this:
“I stop by Dunkin Donuts every day and I buy the same thing. A couple weeks after I started this, the people who worked there stopped asking me what I wanted because they remembered me. That was a nice surprise.”
Years ago this would not have been a “wow!” Not even close.
But these days, the level of customer service has become so low, it doesn’t take much to make a “wow!”.
Yet, as customers we still have a hard time thinking of when we were even moderately “wowed!”
Because it just doesn’t happen very often.
But this creates an opportunity for us as we work to grow our businesses. The best way to keep our businesses healthy is to keep our current customers coming back. The next best way to is treat them so well they tell others to do business with us.
One way to do this is by delivering a “wow!” to our customers on a regular and frequent basis.
Not just once in a blue moon.
If we continually surprise our customers with extras that make them feel appreciated and glad to do business with us, they’ll surprise us right back with loyalty and referrals that will go on and on and on.
And it’s not hard to do this.
Here are some ideas to get you started:
-Remember and use customer’s names
-Remember what they buy and what they like
-Be polite and patient yet quick and thorough
-Enjoy your work and your customers
I admit these sound pretty basic. And your employees probably do some of these already. Or do they? And do they do these things consistently, every day with every customer?
We don’t win the loyalty of our customers by being good once in a while. We need to play our “A Game” every day and with every customer.
Do this and your customer retention will go through the roof. I guarantee it.