Customer-centric, Customer Service, customized, etc., etc., etc. We’ve all heard those terms, and we’ve probably all tried to fulfill whatever the customers expected. Question is – to what extend can we – as service providers – offer, to not only meet, but exceed customer expectations? And thereby not only increase the value we provide our customers but also differentiate ourselves from others in the same industry?
Because when it comes right down to it, things that are expected, are not much of a surprise (unless maybe your provider is the only one offering them…) and probably will not rate the same “wow” as added on, valuable services that were completely tailored to that customer.
So you’re wondering what you could possible add to your current, outstanding service? Considering it will have to be ‘tailored’ to your customer, the question is not so much “What can you add” – but rather “How well do you know your customer?”
Is you customer a Buyer, moving from out of state, with children? Put yourself in their shoes – what would you appreciate? A meal delivered to the new home? A list of things to do with kids? Info on schools? A free housecleaning after move in? Intro to your Mops group? A massage for mom? It doesn’t have to be “something big”…that makes things special – it just needs to be thoughtful.
Not a Buyer, but a Business Owner that buys your products? What does he like? Sports? Find info on upcoming events or his/her favorite team. Maybe he is interested in networking opportunities? Introduce him to your acquaintances. Want to go all out? Take him to an event. Not to make another sale – but just to be nice.
Regardless of the business/service and /or product – it just takes time and effort – to learn about your customer. His/her likes and dislikes, circumstances, goals and dreams. Once you start paying attention to the small clues that your customers give you – verbal and non-verbal, finding things to ‘wow’ them, becomes easier – and more fun. Who knows what you will come up with!
Filed under: Attitude, Client Appreciation | Tagged: Customer Service, value
I agree! Every aspect of your business should be about your customers. Your website has to answer their questions. Your marketing materials have to demonstrate your understanding of their situation. And your services and products have to meet their needs. Business owners who rise to these challenges will see success.