§ To
be liked, loved and respected. (Recognition).
§ Dependability
§ A
High Level of Quality & Service
§ Visual
Appeal.
These four principles should apply to every business,
past, present & future.
BUT when we want to WOW the customer… CUSTOMER SATISFACTION IS NOT
ENOUGH.
Wow the CLIENT with
above and beyond service and get their loyalty… Why would they want to go
anywhere else?
There are 3 types of clients:
□ Dissatisfied
clients – Get less than they expected.
□ Satisfied
clients –Get what they expected. (woopy dee)
□ Wowed
clients -Get more than they expected. (This is the key to loyalty)
So Always Aim To…
“Do What You Do So
Well And So Uniquely That Your Customers Can’t Resist Telling Others
About You.”
Ask yourself, after you leave the client, will the client
NOT be able to tell all their friends, and everybody else they encounter about
you?
Wow your customers with Giveaways and Rewards
We all love a free gift, and they’re a fantastic promotion. Everyone likes a freebie. Some people will buy a product just to get the free gift! People love to receive something for nothing, so why not include free gifts with a certain products or a minimum spend.
When choosing FREE GIFTS try pick something you can add your company details too, and something with a value, that is useful so it will be kept and not discarded.
We give a Free ‘lifetime supply’ of Professional Eco Stain Remover to clients who spend over £120 + vat. Oh and free stain removal callouts.
Radical Ideas for WOWing Your Clients
During a
survey, companies were asked what their most radical ideas were for WOWing a
client.
Here are some of the ideas:
1) The Birthday
Susan from a recruitment company learned the birthday of one
of her key clients. With the help of that person's manager, she threw a
birthday party for her that included all of the trimmings...presents, a large
cake, and great food. The recruitment company covered all of the expenses.
2) Random Acts of Under-Charging
A firm decided to play with the idea of "random acts of
kindness."
Their version was to under-charge certain clients. They
printed the following message on their invoices:
“You may notice that we under-charged you on this invoice.
This is simply our way of saying Thank You for your business”.
3) Don't Buy From Us
An employee got a call from a prospect. He knew that his
company could do a reasonable job, but their number one competitor could do it
better. So, he told the prospect exactly that, and who the competitor was.
4) Pay Us What You Think We're Worth
A firm in the Northeast empowered their account manager, in
this unique way.
He was told to tell the next client he invoiced, that “they
can choose the price they want to pay based on what they think the service is
worth”.
If you had to do this, how would it make you look at your service?
What were the outcomes from some
these radical ideas?
They
reported new orders, expanded relationships, and referrals were received almost
immediately.
So how about
creating your own radical idea. Make it all about WOWing the client. Forget
about any expectations for the outcome! Just see what happens.
To finish. (By Earl
Nightingale, Lead the Field)
Here’s a fun and
interesting exercise for you to try because all sorts of wonderful things
can begin to happen. But you have to put
in a bit of effort!!
Imagine meeting the most important person in the world. It
could be The Queen, a film star, a pop / rock star, the prime minister…
whoever.
Now, How Would You
Act When You Actually Met This Person? How would you treat them? Would you
be smiling? Would you treat them with respect? Would you be interested in them?
Now, Here’s
the fun bit: Treat every person you meet, as the most important person on earth.
Do that for
three excellent reasons.
1. As far as every person is
concerned, he or
she is the most important person on earth!!
2. That
is the way people ought to
treat each other.
3.
By treating everyone that way, we begin to form a very healthy and
important habit.
There is nothing in the world that
men, woman and children want and need
more than self-esteem – the feeling that they’re LIKED AND
RESPECTED, they’re important, they are recognized and that they count.
They will give their business, their respect and
their loyalty to ANY person who fills this need.
So don’t forget: Always WOW The Client
Let me know how you wow your clients, customers in your job
or business in the comments below.
Testimonials
The
best carpet cleaning we have ever had in our offices. The carpets look
fantastic and the team were a pleasure to deal with, definitely recommend.
Care based in London, 25 October 2014
Direct
Cleaners provided an excellent job, which exceeded my expectations. Our carpets
and rugs were greatly improved by their thorough cleaning and the
representatives were all friendly, professional and courteous. I would not
hesitate to recommend this company.
Ms Rebecca Binns based in London, 15
October 2014
They
were helpful polite and accurate with the estimate, they did the job in under
the normal time at my request and the results and fantastic.
Mrs Cheryl Gosden based in Redhill, 25
September 2014
