Smart Women Give Their Clients an Experience
Last week, my husband Greg and I went mobile phone shopping. I had one of those flip phones that allows you to make phone calls and that's about it. I couldn't email anyone or look up anything on the web. I really needed a better way to stay connected! I've been with the same mobile phone company for 9 years. Hard to believe, right? I'm slow to commit but once I do, loyal to the end! So the first place I went was to my current carrier's store to see what they had to offer. When we entered the store, there were a quite a few people waiting and so we got in line and waited our turn. Not once did anyone say, "Thanks for waiting, I'll be with you in a moment" or "Sorry for the delay, someone will be right with you." Nothing. No eye contact. We felt invisible. I had quite a few questions about the new phones and was anxious to get my questions answered. When it was my turn (about 20 minutes later) something happened that was shocking. The person behind the desk looked straight at us and then just turned and walked away! I was stunned and frustrated at this point.
Not a good "experience."
Greg was pretty frustrated and wanted to speak with the Manager. I had no intention of speaking with anyone there. The mood and tone was set and I no longer wanted to do business with that store. We turned, left the store, and walked a few blocks away to another mobile phone store. Once inside, we were greeted right away by a store manager who had a customer service representative at our side in a matter of seconds. He spent a lot of time with me and never made me feel rushed. I got all of my questions answered and in the end decided to leave a 9 year relationship with my old mobile phone carrier and start anew.
You see, it's not always about price (the new carrier was more costly than the old one). When I called my former mobile phone company to get my account number and tell them I was leaving, they bent over backwards to get me to stay with lots of "incentives." I switched carriers partly because I really liked what the new phone could offer me in terms of benefits; however, a bigger reason was that they had given me an "experience" that made me feel special.
How about you? Are you giving your loyal, current clients the same "experience" that your new prospective clients receive? Your current clients have value beyond measure. Here are some tips and solutions that you can review to make sure that your customer service "experience" is polished and ready for 2010:
1. "I'm Listening" - When you are with your clients or prospective client, it's essential that you make them feel special. Show a genuine interest in what they have to say. Don't text someone or take phone calls. Focus your attention solely on them.
2. Act Quickly - when a client or prospect makes a request and it's something that you know you can help them with, make sure you respond quickly.
3. Under-promise and Over-deliver - This is a mantra to live by if you want your clients raving about you and your products and services. It's one that I aspire to each and every day. If you commit to creating this "experience" in your own business, you are guaranteed lasting success.
As you begin 2010, I invite you to spend some time reviewing the "experience" you are offering to your current and prospective clients. This "experience" will serve as one of the pillars in building your business this year.
Anything is possible. Everything is waiting for you.