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Give employees extensive training in product knowledge, guiding principles for success, personal empowerment, and the importance of creating warm customer experiences.
Everything a company does must be intended to give the customer a positive, perhaps uplifting, experience while purchasing a quality product.
Endless details must go into producing the emotional bond that loyal customers feel.
Build the corporate brand by seizing opportunities to positively affect the lives of customers served.
Work to “stay small while growing big”.
Consistently seek new ways to fill customers’ needs.
Get each customer’s visit off to a positive start.
Most important customer questions are answered in the first moments of a business interaction:
Do the staff members care to get to know me?
Do they remember that I come here regularly?
Will they care for my needs?
Do I matter?
Am I visible to them?
Welcoming people by name and remembering them from visit to visit is a small thing, but it counts.
Customers long to have their uniqueness recognized. It’s important to treat people in a way that leaves everyone feeling unique and special.
While listening is critical to creating a connection, business success requires the discovery of each customer’s needs and individual situation. In a strange way, the customer relationship begins the same way a romantic relationship does – by seeking an understanding of another person’s wants and desires. Sadly, many relationships (both customer and romantic) come to an end simply because one or both parties stop their process of discovery.
Zero in on the minute details that matter greatly to customers - the physical environment, the quality of the product, the need to set priorities for the workforce, the importance of the company’s reputation.
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