How do you delight your clients?
One of the things that delights me is great customer service and someone who goes that extra mile with a little something that makes all the difference. And I praise great customer service publicly where its been received because all too often all we hear about are the failures and rarely the successes. Mostly because good news doesn’t have the same newsworthy status whatever medium is used to publicise it.
So when a local restaurant failed massively on just about every level and offered to make amends by inviting us back to have dinner for free (all 12 of us) it was with a little reticence that I returned… but wow, what a difference. From the moment we walked through the door to the moment we left the experience was fantastic; would it have been great to have experienced that at the start yes, but they recognised they got it wrong and sorted it out. And so what’s the result we’re all raving about them now and are going back again…
But before considering going the extra mile or two, it’s important to remember though that it shouldn’t be at the detriment of getting the basics right.
If they aren’t delivered perfectly
every time then it doesn’t matter what else we do…
So what could we each do differently that would make a difference? I ask this question regularly and it seems to resonate in different ways with different people but is always food for thought.
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Here are five tips to help you… 1. Focus groups aren’t just for large businesses…. How could you set up a focus group(s) for your clients so you can get their opinions on potential and existing products and services? What benefit can you give them for participating? Participating in person would be great but social media could be very useful. 2. How, and when, do you get feedback from your clients? What do you do with it? Is there a central place that can be accessed by everyone whether it’s the person working in reception or an account manager?
Are
they using it and what do you do with the information? If possible don’t collate the information in the business silos as you, and everyone else in the business, need the whole picture. 3. If you were a client then what would you expect to receive by way of service? Do you deliver to that standard? Ask the same of the others in the business; think about what could you easily change, and then do it. 4.
courses and seminars are often measured by the quality of the lunch and the comfort of
the room… what’s your businesses
equivalent? What can you do about that? 5. What have you promised in the past or intended to deliver when you first started out. Why not revisit these and take them to the focus group?
Now I’m off to have a think about the things that I can do…. What about you?
To advertise in thewire t. 07720 429 613 e.
the.wire@btinternet.com
You, and I, know that most training
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