When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.
But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain. But the bad news is that your customers also didn’t rave about you to others. And the very bad news is that some customers don’t come back as they seek alternatives that they think will be as good as you but might be less expensive.
You don’t want to earn customers who are merely satisfied. They have to be more than satisfied. They have to be happy. They have to be ecstatic. They have to be raving to others about how great you were.
And in order to do that, you have to do more than satisfy them. First, personalize their experience. Get to know who they are and understand how they are feeling. Create an emotional bond with your customers during your interaction. Don’t just take care of them. Care for them. Then make a difference. Do a bit more than they expect.
“People will forget what you said. People will forget what you did. But people will never forget how you made them feel.”
Maya Angelou
After you are done, they will be more than satisfied. And they will be coming back again and again, happily raving to others along the way
To earn loyal customers, you have to do more than be good enough to satisfy them. Be GREAT out there!
P.S. If you lead employees in your business who make your customers happy, then you have to do better than to satisfy every employee. Be GREAT in there, too.
BILL QUISENG | Deliver the World's Best Customer Experience 