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Everything Counts!
Are you a golfer? If so, you probably understand very clearly that every shot, whether the longest drive or the shortest putt, counts as one stroke ... and each stroke adds to your final score at the end of the game.
The length or difficulty of the shot are not important in the final counting, all that matters is how many you've had. A shot squandered early in the game due to anger, frustration, laziness or indifference can very often be the deciding factor that ultimately determines a win or a loss.
Not surprisingly, when it comes to satisfying and impressing customers everything counts as well. Each detail leaves an indelible impression in their subconscious mind. And also not surprisingly, satisfying and impressing customers is a critical ingredient in developing customer loyalty and referrals.
And what are these details? Let's consider just a few.
Do you open the doors of your business on time, or earlier, and stay open at least as long or later than your advertising or sign says you will? Do you meticulously and consistently keep your appointments?
Does your appearance and that of your facility create a positive impression? How do you do in terms of promptness and friendliness when it comes to acknowledging and greeting customers?
Are you (as in owner, management and ALL staff) attentive, considerate, empathetic, friendly and cheerful ... all of the time ... with everyone??
Do you provide your customers with the products or services they want in a way that is practical and convenient for them ... or mostly for you?
Do you go the extra mile even when you don't have to? Are you considerate of your customers best interests, even though that may not always be immediately beneficial for you or your company?
Are you always looking for ways to get better ... to constantly improve?
Not sure of the answers?
Maybe it's time to ask your customers, particularly in a way that they can answer anonymously. Provide feedback forms that directly ask these questions and can be deposited in a collection box WITHOUT their name attached. Find out how you're REALLY doing ... and then if necessary, make adjustments.
Providing exceptional customer service, which leads to customer loyalty and referrals, is all about the details ... and just as in golf, everything counts!
To your success,
Reg Neufeld
Growing Into Success Training
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