Make Your Customers Feel Like Stars!
Here are six secrets from the world of celebrity that will get your customers buzzing about you..
If Johnny Depp walked into your workplace today, how
would you behave? If you’re like most people, you’d drop whatever you were
doing and approach him, smiling, ready and eager to serve him. If Halle
Berry walked into your restaurant, you’d immediately escort her to the best
seat in the house. If Tom Hanks was on the phone asking questions, you’d do
whatever you could to get him his answers…cheerfully…right?
What about the rest of your customers?
Perhaps you’re thinking, “Of course, we’d treat them exactly the same way!”
Maybe. In general, though, customer service has become a “buzz phrase” that
is rarely lived up to. A study done by Connell and Associates found that 45%
of all respondents felt that most companies simply do not provide good
customer service. In a Harris Interactive Study 80% of respondents stated
they had made the decision to never do business with a company again because
of bad customer service.
How can you – the business owner or service professional – turn this trend
around?
By treating your customers like stars!
As Garrett Richter, president and CEO of the First National Bank of Florida,
tells his employees, “If we roll out the red carpet for billionaires, they
won’t even notice it. If we roll out the red carpet for millionaires, they
expect it. If we roll out the red carpet for thousandaires, they appreciate
it. And if we roll out the red carpet for hundredaires, they tell everybody
they know.”
To his point, the same Harris Interactive Study found that 60% of
respondents said the main reason they would recommend a company is
outstanding customer service.
Here are six secrets from the world of celebrity that will get your
customers buzzing about you.
1. Give Them a Red Carpet Arrival
When a celebrity arrives for a movie premiere or a charity function, it’s a
big deal! There’s a red carpet. There are photographers. There are hundreds
of fans lined up, shouting their name and begging for a chance to spend even
two seconds with the star. When the rest of us arrive at a place of
business, we’re lucky if we can even get someone to acknowledge us. Treat
your customers like stars by showing them you’re glad they came. Look up,
smile, walk out from behind the counter and greet them. Most people don’t
need a fancy carpet or paparazzi – just eye contact is enough!
2. Call Them By Name
Motivational guru and author Dale Carnegie said that when
remember someone’s name you “make them feel important.” Remember your
customer’s name and use it each time you see them. Make it a top priority,
and you’ll find remembering names easier than you think. You can also find
unique ways of using someone’s name. For instance, High Point University
welcomes all expected guests with their own parking space designated by a
sign bearing….you guessed it…their name. Some restaurants name dishes after
famous people. What if you named some of your products after your best
customers? Now that’s the star treatment!
3. Remember and Refer
Aside from their name, remember other details about your customer as well
and refer to them. When one grocery store manager recalled that the “grumpy
lady who comes in on Wednesdays” had been to Chicago to visit her daughter,
he asked her about the trip….and made her day! Now, that once grumpy
customer seeks the man out with a smile on her face whenever she comes into
the store. It doesn’t take much to make ordinary people feel special. Just
pay attention.
4. Cater to their Personal Preferences
While your customer may not be as picky as the celebrity who wants all the
brown M&M’s taken out of his candy dish, everyone has their likes and
dislikes. Surprise your customer in little ways and let them know you are
paying attention. In his former career as a banker, Author and Speaker Dave
Timmons earned the business of a prospect after he tossed him two baseballs
signed by the members of his grandsons’ favorite sports team. One hotel
dining room supervisor heard a guest say that she enjoyed blood oranges, so
he secretly had a few brought up to her room. Delight people in this way and
you and your business become unforgettable.
5. Give Them SWAG!
At every awards show celebrities walk away with gift bags filled with
products and paraphernalia worth thousands. There is a reason why people
line up – and even pay good money – to give their goods away to celebrities
via the swag bag. When the superstar wears or uses their product, it creates
buzz. When Katrina Campins, star of the first season of The Apprentice wore
a watch on the show that was given to her by Jacob the Jeweler, she was
swamped with calls from men wanting to buy one for their wives. While your
customers may not have the platform that Katrina had to show off your
product, when you give them something for free they will talk about it. Just
watch how much press Ben & Jerry’s gets next time they hold a “Free Cone
Day.” What kind of swag can you give your customers to get them talking
about you?
6. Be Extraordinary…And Then Some.
Make a commitment to be remarkable in every way that you serve your
customer. Be the first one to respond. Have the widest smile in the room.
Call everyone by name. Constantly be on the lookout for little ways that you
can make your customer feel like the most important person in the world.
When you do, you will find yourself not only with a customer for life, but
with a raving fan that will go out and spread the word about their
incredible celebrity experience.
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