Unlike our computer keyboards there are no shortcuts to great customer service. Here's a recent experience I had that I hope will remind us all that customer loyalty is all about earning trust and building relationships that will go beyond just one transaction.
As many of my family and friends know, I recently purchased a snow blower to help me endure the tough weather we were experiencing in Bucks County, PA. Not only would it help me to move the snow more easily but it would help me reduce the amount of time spent away from conducting business and meeting my client's needs.
After speaking with an expert (my dad who lives in Boston and knows bad winters and enormous snow falls) I called and visited several local stores to inquire about their products asking them the capabilities and features of the machine as well as price and availability of what they had in stock to take with me that day.
Mind you, all the stores I called were large retail stores that you think would not only have an abundance of products but would offer you knowledgeable members of their team to discuss the products and the capabilities of each machine with the customers.
I did not find that - it was quite the opposite until...
I called and met with Doug Smith, the Manager of Smith's Ace Hardware of Newtown. He not only took the time to discuss the machines he had in stock, the features and price but when I came to the store several hours later he said "I spoke with you earlier, let me show me the machines I discussed with you."
He then proceeded to give me a demonstration of the equipment and ensure I would have the knowledge of how to use it and the accessories (gas, oil) to use the equipment. He and another staff member got it into my SUV and secured it (as it was rather large) into my vehicle to get it home.
The point I'm really trying to share it that - all the advertising, promises you make to consumers, and the name/brand recognition won't get you anywhere unless you have the great customer service to back it all up and you provide that service to each and every one of your customers.
This concept applies for all companies and individuals offering services to consumers and should be a part of every interaction you have with your prospects and clients. If clients don't see the value in the services you are providing they will move on to find someone that will provide them with what they need and are looking for. In a split second, you can change someone's impression of you, your company and your services - for the good or the bad.
What are the benefits of providing great customer service?
In one word - LOYALTY.
And the benefits of having loyal customers to your business is:
- Word of mouth marketing
- Repeat clients
- Competitive Edge
Think about it, Ace Hardware now has me talking about them. I am a repeat client and they do have a competitive edge over other stores when it comes to where I will go to purchase products I need for my home.
My advice to you is simple:
- Don't forget your customers after their transaction is done
- Don't make promises in your listing presentations that you can't keep
- Have regular and consistent contact with your prospects and clients
Thank you ACE Hardware of Newtown - you officially have a new loyal customer!
What kind of great personal experience are you offering your clients when they call or meet you?
Has any business recently "wowed" you with their service - share the love!
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