Congratulations, you've been referred and converted a lead into a customer! There's no doubt about it, you offer a great service or product. But is that enough? What sets you apart from the competition in your field that are also providing great services and products. Now is the time that you have to do something extra to put yourself ahead of your competitors. What will keep your customers coming back to you?
Some may think repacking the products will be enough, but offering new and improved technology isn't always the best way to keep your customers loyal. Customers keep returning to companies they feel truly benefit them. No one wants to do business with a place that doesn't show genuine interest in their wants and concerns. Taking a little extra time to go the distance and let your customers know that their business is appreciated can go a long way.
Delighting your customers should be embedded in your company culture. Every person on the team is responsible for being authentic, caring, and dedicated to the work; which results in being dedicated to your customers. The emphasis should be put on letting each customer know that they are important to your company.
So think about it, what would your client want to see? What would make you stand out? Consider handwritten notes as the "thank yous" you give out. Or try offering different gifts instead of the pens and cookies in the lobby, think of something small your clients could appreciate, send them their favorite tea or a funny magnet they can appreciate. Give them something that makes them feel like you took the time to know them and care.
Most importantly focus on your customer service, and we don't just mean the department. Whether it's always having someone answer the phone so people aren't constantly getting the prerecorded voice message, or making sure you're always talking with a smile on your face, and really listening to what the customers have to say. Great customer service goes a long way, and this should be something focused on by every member in the company: it's not just acting like you care, it is caring!
Delighting your customers is all about adding the extra human touch so people remember you and refer people to you. Use every opportunity to be more human and transparent versus being bureaucratic and impersonal. Delighting your customers will delight your company.
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