How to Delight Your Customers
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In today’s increasingly transactional society, great customer service has become the exception, not the norm. The good news is that entrepreneurs who go above and beyond to consistently exceed their customers’ expectations will now find it much easier to stand out in a crowded marketplace. Here’s how you can achieve phenomenal success by delighting your customers:
Fill the need
When it comes to meeting your customers’ needs, it’s always about first things first. If a client wants to buy a house, for example, you have to meet that basic transactional need first, before you do anything else. Once that need has been fulfilled, then you must listen to and understand your customers’ emotional needs. What are their biggest fears about the upcoming transaction? Where have things gone awry in the past? How can you help to mitigate and deal with those concerns? To succeed, you have to fill your customers’ needs better than anyone else – and that’s really where your innovation, creativity and service must excel.
Go the extra mile
To create a business that lasts the test of time, you must go the extra mile on the basics, systemize those basics until they’re flawless and then create the ‘mints on the pillow’ experience for clients. When you consistently deliver on your promises and exceed your customers’ expectations, trust will build and you’ll create loyal advocates who will refer you to others. Keep in mind that making your customers feel good doesn’t need to cost a fortune – small tokens of appreciation and a simple thank you note can make a huge impact.
Make it extraordinary
Once in a while, you need to create a ‘wow’ experience for your customers and make them feel extra-special. As Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” These days, people don’t get to talk too much about great service examples – so why not think of ways to give them something to talk about? Whether it’s a client party, a unique and memorable gift or a fun experience, when you go to extraordinary lengths to wow a customer, they will turn into walking, talking billboards for you.
Poor customer service is the death knell for a business. If you can delight your customers by providing exceptional service, you’ll build a strong culture, forge long-lasting relationships and create a tribe of loyal advocates who will refer you to friends, family and anyone who’ll listen! Tune in to the latest episode of “It’s a Good Life” to learn more.
