|Image credit: delightatwork.com
Customers do not trust what you say to them anymore – they rely more on peer
reviews. The decision to patronize your brand becomes reliant on what others
feel about your products and services.
now know more and today, they expect even more from organizations. The bar
will be set even higher and new priorities would have emerged in future.
Customers will continue to know more, expect more and lead the way in defining
their experience. The question is: “Are we prepared to match the pace of the
the little things that count in serving the customer of today;
customer centricity requires that we are masters of detail. That is, all
employees are trained to notice and when appropriate, act on even the tiniest
bit of information they observe or discover about a customer. If a staff
notices when processing a transaction that it is the customer’s birthday, the
staff, the Business or Operations Manager MUST
make it a point of duty to extend birthday wishes to the customer.
your customer by name is a great way to win the trust of your customer. If your office works by appointment, the
receptionist should make sure he or she knows who will be walking in the door
next and immediately greet them with eye contact or a smile. There is nothing
more flattering or more special than receiving a warm, friendly greeting by
name when walking into a place of business
anything you and your staff can do to ensure your customers know that you not
only pay attention to their preferences but remember them and cater to their
uniqueness in every transaction?
example, a salesperson that sends gifts in pink because he or she remembers
that is a customer’s favourite colour. This little gesture adds value and also
creates an enormous amount of loyalty.
Do you or
your staff regularly walk customers to the door and open it for them as they
leave? Do you or your employees regularly help customers carry their ‘burdens’
to their car, particularly “women of a certain age” or anyone who
appears frail or a bit unsteady on their feet? If you have a waiting room and
some of your customers are older, do you have chairs that are a bit higher than
usual and have arms on them so they are easier to get in and out of? Consider that you would want customers to
come back to your business office, what would be that cliché you want the
customer to hold at heart as a result of your service?
What do you
do to show your customers that you appreciate them? After all, there are
several other businesses that do what you do. Do you show the customers who
choose to patronize you that you value and appreciate their business? Feeling
appreciated is an experience that is universally meaningful.
invite special customers to a promo-day event, earlier than the general public
or you could have an invitation-only event and give “VIPs” an
additional X percent discount on any product. You could gift-wrap their
packages or periodically give them that thing they often buy for free. If your
product is a service, offer a free check-up.
sure to let them know that you are extending this extra service to them because
they are valued customers and you want to show them that you appreciate them.
And one of the easiest and most overlooked ways to show them appreciation is to
send a handwritten note on lovely stationary.
|Image credit: cmo.com.au
Put a smile
on their face and in their heart. You can do something special for their child,
their parent, their pet. Make them laugh, thank them in a showy way for a major
purchase, have a contest or draw something fun that they could share
with family and friends.
Finally, note that meaningful, memorable, fun, unusual and
unexpected experiences influence the way customers perceive you in general and
feel about you in particular. These little details are so easy to overlook and so
tempting to brush off as unimportant but when you add a number of seemingly minor
details together, you end up with something of far more value than you
would without them.
It is the little details that keep a customer coming back
over and over, it is the little details that cause a customer to rationalize
paying more because she feels she is getting more, it is the little details
that keep people talking about you and recommending everyone they know to you.
By Mathias Mogaji