Want to know one of the easiest ways to grow your business?
Consistently create a memorable experience so your ideal customers will come back to you again and again and they will refer other ideal customers to you. Whatever you are offering, if your business is service-based, people are paying for an experience. It’s your job to make it the best experience possible.
Follow these 3 steps to make that happen:
Step #1- Make No Assumptions.
Don’t assume that you know what your customers want. Ask them! You can use surveymonkey.com, at no charge, to survey your customers about what they have liked about your business and what they think could be improved. Ask every customer who buys from you the same questions. Clients and customers are generally more than happy to tell you the truth about their experience with you once they know you care.
Step #2- Create a System of Customer Care that is Unparalleled in Your Industry. From the time a customer calls you or finds you on the internet or walks into your store, to the time they buy from you, their experience needs to be awesome. From what you’ve learned from your customers/clients, create a step-by-step plan to make sure every level of their interaction with your business is the best it can be. What extra perks or warm experiences can you add along the way? It’s critical that every customer touch point, from the very beginning to the end of a transaction, is phenomenal. The ONLY way to do that is to carefully systematize your customer care.
Consider one of my clients who owns a wine store. The basic sales flow for a wine shop is as follows:
- Customer walks in the store or calls with questions.
- Customer looks around for wines that look interesting.
- Customer may have some questions about the wines.
- Customer may try wines if something is offered.
- Customer chooses wines s/he wants to buy.
- Customer waits in line and gives wine to the clerk.
- Money is collected.
- Wine is put into a bag and carried to the car.
Excellent customer service needs to occur at each step so the overall experience is optimal.
It doesn’t matter if you sell products or services; the outcome you want is the same- a top-notch customer experience, at every step, every single time. Look at your steps from your customer’s eyes. How can you make them better?
Read the third step next week.