Written by Ralph Brown
How can we stand out from the crowd?
The Golden Rule
'The customer is royalty'
1. Keep your customers fully briefed. When will you have an answer to their enquiry or finish repairing their machine?
2. ‘Promise bronze. Aim to deliver gold.’
Repairs will probably take a week? Say you’ll have them finished within 10 days. Aim for a week.
3. When clients call, go into listening mode. Ask questions. Complaint? Follow-up with more questions and show that it matters. Acknowledge the customers’ worries, frustration, or disappointment.
4. Ensure that your tone on the phone and in person reflects the customers’ royal status. Will your customers know that you are taking their problem seriously?
5. Carry out random acts of kindness. Make sure they are appropriate to the client.
6. Make follow-up calls. ‘How’s business? How is our communication with you? How is our machine performing? Any problems we can help with?
7. Look for opportunities to add lagniappe – something extra they would value and are not expecting.
8. Keep a diary to remind you of your clients’ attitudes, interests, hobbies, and personal details the clients have told you. Note the names of their team members – and use them.
9. Encourage your clients to suggest and complain - early. Ask: how can we give you better service?
10. Discover what your clients dislike about using firms like yours and keep showing that it doesn't apply to you or your organisation.
11. Bring something for morning tea.
12. Find out what other suppliers are doing in your market. Brainstorm ways of taking their standard of service to the next level.