We all enjoy the little things in life; at least I know I do. I love it when a sales rep goes above and beyond to meet and exceed my expectations. This can be something as little as actually walking me to the item I’m looking for, or as big as taking the time to call me back to follow-up to ensure my issue was resolved.
Face it, no matter what business we are in (with the exception of government businesses) there is competition out there. Our customers chose to come in or contact our company to fulfill their needs. We need to ensure their needs are met because they can very easily go on to someone else’s business and have their same needs met. However, if we go above and beyond and do those little things for them, then they will be more likely to come back to our business when they have another need to be met. Repeat business can, and does, increase profitability. Creating a long-lasting business relationship is vital for your business. Doing the little things will differentiate yourself from your competition.
If you think about it, the only businesses that don’t have to offer exceptional customer service are government agencies. The first one that comes to mind for me is the DMV. Everyone, and I mean everyone, has to deal with the DMV at some point in their lives, even if it’s only to obtain an identification card. And there’s no full substitute for the DMV. Sure, there’s the AAA (which I try to frequent more than the DMV), but they can’t process every type of request. So, as we all know, the DMV is not obliged to offer any type of customer satisfaction in any manner whatsoever. However, we aren’t the DMV and we have competition out there.
Did you know that customers who have a bad experience with a company will tell as many of their friends, family members, etc. as they can about how horrible that company is? And with the social networking capabilities out there, this can be detrimental to the success of a company because word-of-mouth can spread around the world (literally) within minutes. However, when someone has a good experience with a company, they are likely to only tell a couple people (and they are much less likely to post their good experience on a social networking site). This is why every customer (possible) must have the best experience possible with your business.
Some ‘little’ things you can do to enhance your customer’s experience:
- Walk your customer to the product they are looking for
- Take a few extra minutes to contact customer service for them
- Offer your customer a bottle of water or cup of coffee while they wait
- Spend a few extra minutes to explain their bill to them
- Call them back after the sale to ensure their experience was exceptional / ensure their issue was resolved to their satisfaction
- FIX the issue the first time instead of making them come back / call in over and over again
- Greeting your customer with a unique greeting that will let them know you are actually interested in them
What are some other ‘little’ things you can do for your customer to enhance their experience and their view of your business?