7 Ways of Getting Your Customers to Say ‘Wow’!
Just imagine. You have walked out of a shop or put down the phone after purchasing something and your immediate reaction is “Wow!”
How do you feel? Excited; satisfied; fulfilled - eager to
return and buy again?
Wouldn’t it be great if you could get your customers to feel the
same way about dealing with you?
Lots of small business owners (and not so small!) seem to think
that the customer is merely an interference.
But how can you get your customers all pumped up and ready to do business with you again? I’ll share some tips on exactly how you can get a ‘Wow!” response and show how it can positively impact your bottom line.
Get promising
These days too many businesses seem reluctant to commit to
anything. As a result, you walk away with a nagging doubt that
nothing is going to happen and so the whole experience is not
pleasant. What a refreshing change to get a business that
provides a firm promise on dates and times or opening hours. Can
you provide a clear promise to your customers? Have a think
about each aspect of your business and highlight all your
‘promisables’ in your sales and marketing stuff. One great tip –
under promise and over deliver. Promise delivery in 7 days,
knowing you can do it in 3 days. When the goods arrived 4 days
before expected, that’s a ‘Wow’ factor if ever there was one!
Important point – if you can’t deliver it, don’t promise it!
Be a Tigger
Remember Tigger from Winnie the Pooh? He’s all over the place;
bouncing up and down with endless energy and enthusiasm. He just
leaves his friends breathless! What a great person to be with
and do business with. Are you enthusiastic when you speak and
deal with your customers? Are your staff brimming with
enthusiasm? If you can’t project an image which says “I’m happy
to be here”, how can you expect your customers to feel
different? So, have a Tigger day every day!
First impressions
If you have a shop or office where customers visit you, what do
your premises say about your business? Is it modern,
fresh-looking, clean and tidy? Or is it worn, tired and
generally looking run down? Like it or not, customers will judge
you on what they see. They may say ‘Wow’ but for all the wrong
reasons!
A pot of paint and a splash of colour can make all the
difference and it doesn’t have to cost the earth (these DIY
programmes have a lot to answer for!).
Be a problem solver
Despite all businesses believing they have great customer
service, the fact is that the majority don’t. The main reason is
that when people complain, most feel that they have not been
listened to and their problem has not been solved. Be a solver
of problems - quickly and efficiently. A motto – ‘Resolve to
solve’.
Be their friend
I don’t know about you, but I am a sucker for business owners
who take their time to know me and recognise me when I next call
or visit! The bond and the desire to do more business with those
types of entrepreneurs, is strong for me. Do you take time to
build a relationship with all your key clients? Do you go out of
your way to greet them when they next do business? As the saying
goes, aim to turn strangers into friends and friends in to
customers.
Value for money
In this day and age of new technology, and the hefty prices that
go with it, the concept of giving great value is sometimes
forgotten. Creating a ‘Wow’ moment can be as simple as giving a
little bit extra, something unexpected. It doesn’t have to be of
huge value, it’s genuinely the thought that counts. However,
don’t restrict this idea just to price. Price on its own may not
work, it has to be tied in with something else – 2 for 1, a
small gift etc.
The quality of your product must also reflect value for money.
Don’t try and pass off an inferior product with a superior price
– you’ll again create the wrong type of ‘Wow’ moment! Medium
price and great quality – a definite, positive ‘Wow’.
Call them
The real killer ‘Wow’ is calling your customer a few days after
he has bought. Asking him if the product is fine, whether it
does what he wanted it to do, is one sure way of stopping him in
his tracks! If everything is great, then you have a customer for
life. If there is a problem, wonderful; you have the opportunity
to put it right and … have a customer for life. This is a very
simple and powerful way of creating ‘Wow’.
So that’s it. If you follow theses simple ideas, all your
customers will be saying ‘Wow’ and they will be coming back time
and time again. Who knows, they may even tell their friends?
Take some time to review these tips and see how you can apply
them in your business.
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