It’s the little things that count.
It’s about how you make your customers feel. People buy based on emotion – women more so.
It’s a gloomy, cold and damp morning here. Today is going to be a long day of work for me and I needed a little pick me up to get me in the zone. After I dropped the kids off at school, I walked to a new coffee shop that just opened last week. The experience has left a lasting impression and I will be a repeat customer.
I walked in and was instantly greeted by a warm and friendly hello. It wasn’t fake, or automated, or robotic – it was a genuine shout out of “good morning!”. Eye contact was made, smiles were exchanged. I ordered my drink, the nice barista showed me how to reduce the price on soya milk for my next visit, we exchanged pleasantries about the baby then I received my coffee.
There weren’t any bells and whistles, nothing about my experience cost the coffee shop anything extra – it was just great customer service. And it made me feel welcome, appreciated and respected. There are lots of coffee shops in my area vying for my business – one with considerably cheaper prices. But guess what? The next time I treat myself to a coffee… guess which shop will get my business?
Yup – the place that makes me feel good.
And that folks, is an example of exceptional customer service and the impact it can have on your business.
How do you encourage customer loyalty – your easiest sell is an existing client. How do you make your clients feel?