How to delight your customers at no cost

Dee Blick December 11, 2011 Uncategorized 6 Comments

'Humph! I go the extra mile and then get moaned at!'

 

You can make any customer ripe for defection by delivering a lacklustre, insincere or unhelpful service. Unwittingly you are sowing the seeds of discontent in their subconscious mind.  When approached by a competitor, although not completely dissatisfied with you they will still be open to considering their offering.  Of course, the oppositecan also be true.  If you can consistently go the extra mile for customers, you are sowing the seeds of contentment and gaining advocates that will lead to a pipeline of referrals.  It doesn’t take much to delight your customers.  Use the simple but effective +1 model that I have shared in customer service training over many years.

 

Delight your customer:  delight  = expectation plus 1

+ 1 more contact

+ 1 moment of thoughtfulness

+ 1 extra minute of your time

+ 1 check to see all is ok

The +1 effect leads to the WOW factor

Wow – that’s great

Wow – that’s what I call service

Wow – that was thoughtful

Wow – I didn’t expect that!

The best +1 factors meet the following criteria

They’re instantly noticed and valued by customers and prospects

They’re quick and easy

They cost little or nothing

They are implemented on a consistent basis not just when you are in a good mood

They are genuine, delivered in good spirit

 Are you delighting your customers now, and if so how?

 

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Comments

  1. Gerald Smith says:
    December 11, 2011 at 12:06 pm

    Great blog.

    It makes me realise I could do more and I plan to in the future. I work as a personal trainer and I give all my new clients small gifts after 4 sessions. I will give them a swiss ball which will cost 8 pound, but because it is unexpected the price of the product isn’t important. They are coming to me for a service and when they get something back it makes them feel valued.

    I also send a text congratulating them after a session if they work particarly hard. I find texting in between sessions helps to build rapport and good will. Reading your blog makes me realise that you can never do too much, especialy in my field where it is all about customer service. To be number one in any field you have to be the leader of the pack and not playing catch up, so i will think of other ways i can exceed customers expectation.

    Reply
    • dee blick says:
      December 11, 2011 at 3:52 pm

      Hi Gerald I like your wows very much. The idea of a small exercise related gift is fantastic -so personal and relevant. It sounds as though you are well and truly tuned into this concept! Thank you for sharing.

      Reply
  2. Dawn Gracie says:
    December 11, 2011 at 1:12 pm

    Couldnt agree more Dee! I have had the pleasure of meeting many Mumpreneurs this year
    And have also been working with the wonderful http://www.sudzfun.co.uk who make wonderful novelty soaps.
    As I run a networking club and work as a sales coach by day, my strap line is ‘stand out from the crowd’
    So with that, I bought a bumper load of soap lollies and retro sweets, and sent these
    To my members and clients as replacement Xmas cards with a note on to say ‘wishing you sweet success for 2012′
    This is what I call creative gratitude- thanking people for their custom but in a slightly different way. Needless
    To say, they loved the gifts and I’m sure Sudzfun will also be grateful for the little pr exercise!

    Reply
    • dee blick says:
      December 12, 2011 at 5:30 pm

      I absolutely love what you have done Dawn. Supported an existing client, sent something tangible to your clients that will make them smile and you are congruent with your brand and what you do. And promoted them on my blog Perfect. A perfect example of the +1 model in action! Thank you for commenting and sharing, Dee

      Reply
  3. Julie Williamson says:
    December 13, 2011 at 9:08 pm

    Hello Dee

    How true you are! I have always gone the extra mile in any job that I have had. Now we are putting all that effort into our business and reaping the rewards.

    Have a wonderful Christmas and a very Happy New Year.

    Julie x

    Reply
  4. Victoria Drysdale says:
    January 10, 2012 at 8:36 am

    Hi Dee – I notice when people go the extra mile and delight me and I make sure I thank them and tell other people about it. It makes me warm and fuzzy and want to buy from them again and to recommend them. The opposite is also true – if I receive bad, disinterested service I’ll comment on it and if it’s mediocre I don’t feel that loyal or engaged with that business.
    Of course I want people to feel delighted about me and my business – and I strive to do this but I could do more. Thanks for the timely reminder!

    Reply