Let me ask you a simple question – do you want your customers to say positive things about your business to other people? I bet you do, because as we all know “word of mouth” is one of the most effective and low cost ways to find new customers. And the most effective way to generate “word of mouth” is to provide extraordinary customer service.
Remember – the difference between ordinary and extraordinary is just that little bit “extra.” So what is that little bit extra?
I recently decided that I needed a new perfume. I was looking to replace the one I love that got discontinued.
A visit to a local “parfumerie” store resulted in me walking up and down the length of the store smelling all possible samples. One nice vendor came after a while to help me.
After much discussion between us she suggested a specific “eau de toilette” that was what I was looking for from the style and image of me it would send.
This sales assistant provided that little bit “extra.” She made me feel important, She was warm and friendly, she responded to what I had to say and she listened to my complaints about no more having that specific fragrance I loved. I’ve now recommended that perfume shoe shop to several people.
Research tells us that customers want two basic things from a supplier: –
Firstly, they want quality core service. – In other words, they expect your product or service to work, to do what you say it’ll do. (However, do this alone and you’ll only provide “ordinary” service – You will stay at the rational level).
Secondly, they want friendly caring service. – They want to be acknowledged, to feel that someone is interested in them as an individual and that they’re cared about. (This is what provides that little bit “extra”). They, you, want to be seen as a human and get engaged in a human interaction.
Here are Six Steps to add that little bit extra and generate word of mouth:
- First impressions are vital – It therefore makes good sense to consider what you look like and sound like. In a face to face situation it’s important to make eye contact and smile, remember that a brain meeting you for the first time will take 0,3 seconds to make a first impression of you. On the telephone, it’s not what you say as an initial greeting that matters, but more important how you say it, in that case the brain needs 4 seconds for the first impression.
- Warm and friendly – This is what most people want and it makes your life easier too.
- Use names appropriately – A person name is one of the warmest sounds they hear. It says that you have recognised them as an individual. As a tribe member.
- Respond – If a customer says something, the intention was for you to hear it. And if you hear it, it’s a good idea to acknowledge it.
- Actively listen – When you think about it, most people aren’t very good listeners. We’d all rather be talking. You have to work hard at listening particularly if you want to let the other person know that you care. Many people listen but don’t show that they’re listening. You’ve got to do all the nodding head stuff and look like you’re interested. And remember over the phone; occasionally make some indication that you’re still there. You have to listen WITHOUT thinking about what you want to say about you!
- Close positively – At the end of an interaction it’s a good idea to make a positive statement on a business level and a personal level. Say something like – “If you have any further problems then please phone me on this number and I’m sure you’ll enjoy your holiday next week”.
Make no mistake about it, providing friendly caring service creates that little bit extra and generates word of mouth for your business.
Learn more in the free 4 video lessons HERE!
