April Recap

The first 7 "ways" are summarized in the March archive. Here are a few more from the April posts:

8. Make exceptions to satisfy customers, and make satisfying customers the rule

"We don't put cucumbers on deli sandwiches." "Can't. Won't. Not allowed. No cucumbers. No exceptions. None at all."

"Did the cucumbers and the deli meats have an argument?" "Do they fight with the bread? Why, of the multitude of condiments you offer, do you disallow the cucumber? Have cucumber prices risen dramatically? Is there a shortage?" How ridiculous!

When a customer asks for something a little out of the ordinary we can dig our heels in and insist, "We just can't do that." But before you say no, ask yourself, "Is this just a cucumber?"

9. Break the rules to satisfy your customers

Encourage your customer-facing associates to break the rules to create a most positive and memorable experience for your customers, and then celebrate them as your heroes. Give your economy class passengers a little taste of First Class and they will love you! If your rules say "peanuts" offer them "cashews." You will create raving fans.

10. Then eliminate all of the other stupid rules

Identify and eliminate all of the stupid and mindless rules and policies that prevent your front line associates from creating a unique and memorable experience for your customers. Remove these blockages and allow the creativity and talent of your people to thrive!

11. Introduce an element of "surprise" and the "wow factor"

The most powerful way to exceed customers' expectations is to provide the element of the "unexpected" or "surprise." This creates a most positive and extremely memorable experience.

Examples: follow up service calls; thank you note and gift; sampling; unexpected secondary features of exceptional quality; CDs and USBs as gifts; chocolates. Putting "Wow" into what you do and sell isn't very hard, but it is extremely effective. For the receiver, it creates a MOMENT OF MAGIC!

12. Do follow up service calls

A follow up call to your customer demonstrates your honest commitment to their satisfaction and your sincere appreciation for doing business with you. You will create an intangible loyalty factor and an incredible number of word-of-mouth referrals.

13. Send thank you notes and gifts

As above it demonstrates your honest commitment to their satisfaction and your sincere appreciation for doing business with you. It's easy to accept for large purchases and commitments however, recognize that it is much more powerful for less expensive purchases and experiences. Think about creating customers for life and you will.

14. Give "neat" stuff away for free

You can create the element of "surprise" by empowering your front-line associates to provide samples, taste tests, special information, gadgets, gifts, chocolates, whatever they can think of - to demonstrate your sincere appreciation for doing business with you and your most fundamental desire to create a most positive and memorable experience. Your customers will be "wowed" and your people will love "wowing" your customers. This can create a most powerful formula for success and superior returns for your business.