COME ON PEOPLE! (n) Are you giving your customers that which 99% overlook? We have heard of the saying; ‘it is the ‘little things’ that matter in marriage’. The big ones do matter too but big things don’t happen that easily because they require a lot of planning but the little ones can be chipped-in alongside other things. Not many resources are required, not so much time is needed. In other words, these ‘little things’ are within our means. There is a tendency to limit the importance of these ‘little things’ to one form of relationship; especially in marriage yet there are other relationships like the one between you and your customer which could benefit from the little things. Recently at a Customer training session one of the participants asked me; Alice, if you came to the bank how long you would be willing to wait? The answer was; it ‘DEPENDS’. It depends on things like; are you the banker I intend to see genuinely busy or are you carelessly going about your business on a cellphone before the customers? It depends on whether you notice that I came in and your attitude shows you are ready to give me what you claim you do better than your competitors. Even if there were 100 people but you came out and said to us “Welcome! I shall be attending to you shortly” even if shortly turns out to be a long time, if I hear it in your voice that you are enthusiastic about our presence, if I get it that you are thankful after the transaction whether the customer bought from you or not then I can wait. If I hear your workmates thanking the customers for making a simple thing as in inquiry about the product, if I hear you say we look forward to seeing you again soon. Honestly these little things will keep a customer waiting. Who would not be willing to interact with such a business? This becomes a DIFFERENTIATOR because nobody else in the industry treats the customer that way. While some are struggling to do these ‘little things’ which would add value to the business, customer but also go a long way to make a reverse difference in the life of the one who offers them, there are a handful who have mastered the art of doing ‘little things’. They understand that not doing, practicing and living them, they deny themselves an opportunity to DEVELOP AND ATTRACTIVE PERSONALITY which becomes a tool for a successful career during and beyond the job but alongside create an UNFORGATABLE EXPERIENCE for the customer. Salutations to those who have gone the extra mile to interact with their customers whether the customer is at the premises or not. They use whatever information they have to extend the experience beyond the point of inquiry, purchase and returning of items. I am not talking about those who send endless messages on a daily basis insisting it is a marketing tool. It is okay to market to me but there are times or once in a while I would like to hear your business talk about ME not YOU. Only then can we be sure we are in a healthy relationship with your Business. I recently celebrated my Birthday and my Bank gave me a pleasant surprise when they emailed me a humble yet powerful message; DEAR ALICE BIRTHDAYS ARE FOR WISHES THE REST OF THEYEAR IS FOR MAKING THEM COME TRUE HAPPY BIRTHDAY FROM ALL OF US AT XX. WE WISH YOU ANOTHER WONDERFUL YEAR! How special do you think I felt? One time on a Southwest flight with a passage on board celebrating a birthday the hostesses took us by surprised when they got all of us involved and we celebrated the birthday in the skies in style. Why not make it your business to make indelible mark in someone’s life when you can? Including your customer? At the individual level, you are creative enough to come up with your own unique ‘little things’ to make your customer know you care about them. At the organizational level, engage your teams to come up with simple ways of making your business partners feel special beyond the advertisements. Your employees are capable of creative thinking; create an environment in which you don’t miss out on such little but important ideas. Do it for YOUR CUSTOMERS BECAUSE THEY ARE THE REASON YOU EXIST, WITHOUT THEM YOU DO NOT EXIST.
Posted on: Mon, 30 Sep 2013 06:55:00 +0000
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