Glen Ross on the All Business blog gives a couple of suggestions that could give your customers more appreciation for you and your company, while making them advancers of the good news about your company.
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As he says, one of them is a somewhat new thought and the other a reminder.
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One of them I have seen in action several times and in hindsight really have seen the value of what I had stumbled onto.
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Glen says, “First, when a customer thanks you for what both of you recognize is positively outrageous service, ask her to tell her friends about it. Many customers when asked will do just that.”
He goes on to say how he experienced just that with Southwest Airlines.
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Here is how he tells it, “I flew to
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The second situation to remember, that Glen refers to as (the affirmation) “when you’ve made a mistake or delivered customer service that fails to meet the customer’s expectation, apologize, then surprise them with a small gift or free service to make up for it.”
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This is a strategy that has been used a number of times, and yet we need to be reminded about bringing things always above our customers expectations. Do this and you will always be a step ahead of your competitors who, for the most part, won’t go through the trouble of caring.
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Or on the other hand: maybe they will. Either way, taking care your customers until they are satisfied, will never be a reason for regret.
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