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7 Ways of Getting Your Customers to Say ‘Wow’!
Robert Warlow
Small Business Success
Just imagine.
You have walked out of a shop or put down the phone after purchasing
something and your immediate reaction is “Wow!” How do you feel? Excited;
satisfied; fulfilled … eager to return and buy again?
Wouldn’t it be
great if you could get your customers to feel the same way about dealing
with you?
Lots of small business owners (and not so small!) seem to think that the
customer is merely an interference. But how can you get your customers all
pumped up and ready to do business with you again? I’ll share some tips on
exactly how you can get a ‘Wow!” response and show how it can positively
impact your bottom line.
Get promising
These days too many businesses seem reluctant to commit to anything. As a
result, you walk away with a nagging doubt that nothing is going to happen
and so the whole experience is not pleasant. What a refreshing change to get
a business that provides a firm promise on dates and times or opening hours.
Can you provide a clear promise to your customers? Have a think about each
aspect of your business and highlight all your ‘promisables’ in your sales
and marketing stuff. One great tip – under promise and over deliver. Promise
delivery in 7 days, knowing you can do it in 3 days. When the goods arrived
4 days before expected, that’s a ‘Wow’ factor if ever there was one!
Important point – if you can’t deliver it, don’t promise it!
Be a Tigger
Remember Tigger from Winnie the Pooh? He’s all over the place; bouncing up
and down with endless energy and enthusiasm. He just leaves his friends
breathless! What a great person to be with and do business with. Are you
enthusiastic when you speak and deal with your customers? Are your staff
brimming with enthusiasm? If you can’t project an image which says “I’m
happy to be here”, how can you expect your customers to feel different? So,
have a Tigger day every day!
First impressions
If you have a shop or office where customers visit you, what do your
premises say about your business? Is it modern, fresh-looking, clean and
tidy? Or is it worn, tired and generally looking run down? Like it or not,
customers will judge you on what they see. They may say ‘Wow’ but for all
the wrong reasons!
A pot of paint and a splash of colour can make all the difference and it
doesn’t have to cost the earth (these DIY programmes have a lot to answer
for!).
Be a problem solver
Despite all businesses believing they have great customer service, the fact
is that the majority don’t. The main reason is that when people complain,
most feel that they have not been listened to and their problem has not been
solved. Be a solver of problems - quickly and efficiently. A motto –
‘Resolve to solve’.
Be their friend
I don’t know about you, but I am a sucker for business owners who take their
time to know me and recognise me when I next call or visit! The bond and the
desire to do more business with those types of entrepreneurs, is strong for
me. Do you take time to build a relationship with all your key clients? Do
you go out of your way to greet them when they next do business? As the
saying goes, aim to turn strangers into friends and friends in to customers.
Value for money
In this day and age of new technology, and the hefty prices that go with it,
the concept of giving great value is sometimes forgotten. Creating a ‘Wow’
moment can be as simple as giving a little bit extra, something unexpected.
It doesn’t have to be of huge value, it’s genuinely the thought that counts.
However, don’t restrict this idea just to price. Price on its own may not
work, it has to be tied in with something else – 2 for 1, a small gift etc.
The quality of your product must also reflect value for money. Don’t try and
pass off an inferior product with a superior price – you’ll again create the
wrong type of ‘Wow’ moment! Medium price and great quality – a definite,
positive ‘Wow’.
Call them
The real killer ‘Wow’ is calling your customer a few days after he has
bought. Asking him if the product is fine, whether it does what he wanted it
to do, is one sure way of stopping him in his tracks! If everything is
great, then you have a customer for life. If there is a problem, wonderful;
you have the opportunity to put it right and … have a customer for life.
This is a very simple and powerful way of creating ‘Wow’.
So that’s it.
If you follow theses simple ideas, all your customers will be saying ‘Wow’
and they will be coming back time and time again. Who knows, they may even
tell their friends? Take some time to review these tips and see how you can
apply them in your business.
© Robert
Warlow
Small Business
Success
www.smallbusinesssuccess.biz
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