Get your customers talking! Provide such a positive experience for your customers that they are excited about their purchase and tell their friends. When a customer comes into your store, or contacts you for service, your goal should be to get them to say “WOW!”
• Wow, this is good food!
• Wow, that was fast!
• Wow, this can help my business!
• Wow, I really WANT that!
When your company provides exceptional service and exceptional product, you will exceed expectations, and earn that WOW!
Make It Repeatable!
A “WOW” experience shouldn’t be a one-time event. You should provide the same great experience every time a customer or client visits your business. Nothing loses business faster than hit or miss, inconsistent service. How do you provide a WOW service over and over again? Repeatability!
Your business should provide the same high-quality shopping experience for all customers all the time. People like consistency. Consistency builds trust. When a customer shops at your store tomorrow, and comes back three months later for another purchase, the experience should be the same. If they come back and receive a disappointing shopping experience at any time, the trust is lost. When your business provides a quality product with a consistently high-quality shopping experience, you will receive more referrals. You’ll increase your chances that your customers will be compelled to take action on your behalf.
A WOW experience shouldn’t be limited to your customers. You can multiply your sales and marketing force by leveraging your existing employees. Not every employee works in sales or marketing, but every employee has friends and family (and a social media account) where they are likely to talk about where they work.
When your team tells people about where they work, you want them to talk in a positive manner. You want them to be proud of the work they do, the company that they work for, and the products and services your company provides. You want them to be engaged and happy at work. Statistics show that engaged employees are more likely to give unsolicited praise and positive comments about their employers, and are more likely to boost sales. Get this boost in marketing, referrals, and sales without increasing your marketing budget!
Create a WOW experience for your employees! People love to learn, grow and achieve. Help everyone on your team learn, grow, and become better. Provide leadership and a work experience for your employees that is second to none. Create an environment for your team where they are excited to work, rather than a place to collect a paycheck. When you help your employees feel fulfilled, they’ll be more likely to provide an experience that makes your customers feel good. They will talk positively about you and your company, and become a walking advertisement for how it feels to do business with your company!
You provide a great product or service. Your customer experience repeatably exceeds expectations. Your employees are always boasting about where they work, but you still want more referrals. Well, give some. How many referrals do you give? How much business are you bringing to your customers, clients, or vendors? It sounds simple, but the more you refer people to your clients, customers, and vendors, the more business they will send customers to you!
This Week’s Challenge
This week, identify two of your best clients or vendors, identify someone that can benefit from their service, and give a referral! If you cannot send them a potential client or customer, give them a spoken, or written, testimonial. Tell other people how great your clients and vendors are, and soon you’ll see more referrals coming your way!
Do you want help creating a consistently positive experience for your employees?
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“Treat employees like they make a difference and they will.”