Imagine you have just left a store or ended a phone call after making a purchase, and your initial reaction is “Wow!” How do you feel? Excited; content; satisfied … eager to come back and buy again?
Wouldn't it be fantastic if you could elicit the same response from your clients when dealing with your business?
Numerous small business owners (and even larger ones!) appear to view customers as nothing but a nuisance. But how can you generate excitement and enthusiasm in your clients, motivating them to return for more business?
I will provide you with some pointers on how to elicit a 'Wow!' reaction and demonstrate how it can positively impact your business's financial results.
Get promising:
Nowadays, several businesses appear hesitant to commit to anything. Consequently, you depart with a lingering doubt that nothing will come to fruition, making the overall experience unpleasant. It's a pleasant change to encounter a business that offers a definitive promise regarding dates, times, or opening hours.
Can you make a definite commitment to your customers? Consider every aspect of your business and identify all the things you can promise in your sales and marketing materials. Here's a great tip: make promises that you can exceed. Commit to delivery in 7 days when you can deliver in 3. When the merchandise arrives 4 days ahead of schedule, that's a truly remarkable experience!
Remember, it's crucial to only make promises you can keep!
Be a Trigger:
Do you remember Trigger from Winnie the Pooh? He's ubiquitous, bouncing around with boundless energy and enthusiasm. His friends are left breathless! He's an excellent person to be around and do business with.
Do you and your staff exhibit enthusiasm when dealing with customers? If you cannot convey the message "I'm happy to be here," how can you expect your customers to feel any different? So, strive to have a Trigger-like attitude every day!
First impressions matter:
If you have a store or office where customers come to visit you, what does the appearance of your premises communicate about your business? Is it contemporary, modern, clean, and organized? Or is it worn out, tired, and in a state of disrepair? Whether you like it or not, customers will assess your business based on what they see. They might say "Wow," but for all the wrong reasons!
A can of paint and a pop of color can make all the difference, and it doesn't have to be expensive (blame those DIY shows for making everything look expensive!).
Be a problem solver:
Although all businesses believe they provide excellent customer service, the reality is that most do not. The primary reason is that when customers voice complaints, they often feel ignored and their issues remain unresolved.
Become a problem solver - promptly and proficiently. Here's a motto to live by - "Commit to Resolution."
Be their friend:
I don't know about you, but I am a fan of business owners who take the time to get to know me and remember me when I visit or call again! The connection and the willingness to do more business with these types of entrepreneurs are strong for me.
Do you invest time in building relationships with your important clients? Do you make an effort to welcome them back when they return for business? As the saying goes, strive to turn acquaintances into friends and friends into loyal customers.
Value for money:
In the present era of advanced technology and its exorbitant prices, the concept of providing excellent value is occasionally disregarded. Generating a 'Wow' moment can be as easy as offering a little bit more, something that is unexpected. It does not have to be of significant value; it's genuinely the thought that counts.
Do not limit this idea to just pricing. Price by itself may not suffice; it has to be associated with something else - buy one, get one free, a small present, etc.
The quality of your product should also indicate value for money. Do not attempt to pass off a substandard product with an inflated price; you'll again elicit the wrong type of 'Wow' moment! Reasonable pricing and exceptional quality - a definite and affirmative 'Wow.'
Call them:
The ultimate 'Wow' factor is contacting your customer a few days after their purchase. Inquiring about the product's performance and whether it met their expectations is an excellent way to catch their attention. If everything is satisfactory, you have a customer for life. Alternatively, if there is an issue, you have the chance to rectify it and gain a customer for life. This is simple, yet effective technique can create a powerful 'Wow' moment.
In conclusion, if you implement these uncomplicated concepts, your customers will undoubtedly exclaim 'Wow,' and they will return repeatedly. Who knows, they may even spread the word to their acquaintances? It's certainly worth considering.
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