By John Stuckenschneider
Every one of us has at one time experienced “less than great” customer service or treatment from those with whom we’ve made the choice to conduct business. Even so, how many of us are constantly looking for ways to go above and beyond in our own efforts to treat our own clients in ways that keep them coming back?
And why do I use the word client to describe those individuals doing business with us rather than calling them customers? I learned from Marketing Great Jay Abraham that the word client refers to someone under the care and protection of another. If we are conducting our business the right way, isn’t that how we should feel about those extending their trust to us? Shouldn’t we care for and protect those choosing to spend their resources with us, especially in this day and time?
You see, the days of us being forced to conduct business with the neighborhood merchant are long gone. With companies like Amazon providing just about every product or service imaginable and able to get it to your door in two days or less with their Prime Membership, people are able to buy virtually anything they need from anyone, anywhere in the world.
So what does all this mean for your business? Plenty! In order for you to be successful today, you absolutely must “stand out” from the crowded market in ways that are going to resonate with your ideal clients and keep them coming back to you.
My suggestion? Create and deliver a “World Class Client Experience”. And, yes, I believe you can do this no matter what product or service you are offering, whether online or offline.
What do I mean by “World Class Experience”? I mean an experience that rises above what they’d EVER receive from your competitor offering a similar product or service. In order to come up with ideas for your own World Class Experience, constantly ask yourself, “How can I make my client’s experience with our company better? What extra, unexpected value can I add that would really show him or her how much we value them as a client and are committed to giving them the very best we have to give not only now, but in the future?”
Another suggestion: If you are the owner of your business, or even if you’re in upper management, set aside a couple of hours per week to phone current clients of the company and ask them how they feel they’re being taken care of by you. Ask them how you could serve them better. I assure you, doing this one thing will provide you with more information about what you are doing right and what you aren’t, as well as what your clients really want, than all the meetings spent brainstorming marketing ideas with your co-workers and employees.
I discovered recently a local retail chain doing a really great job of providing a World Class Experience. What they decided to do differently from their competitors was they empowered their employees to make decisions concerning handling customer “situations”. These “situations” would normally be referred to as complaints that would, in the past and also at the competitor’s locations, require a manager to handle the situation.
This company decided to empower every single employee, regardless of position, with the authority (along with some training on how to do this of course) to make sure that the client left the store happy, satisfied, and would be coming back again. This company sees the big picture. Namely, that it makes more sense to do what it takes in the moment to make a client happy, no matter what, and assure that the client continues to be a paying client for years to come then to handle the situation in a way that could possibly sever the relationship and drive the client to the competitors.
And they’ve empowered everyone in the company to do just that and trained each one to exhibit the very best in customer service. What a very smart decision and a great way to create a “World Class Client Experience”?
So, what can YOU do?
The bottom line is that in today’s business world, you absolutely MUST do things differently in order to set yourself apart from everyone else that your clients could buy your product or service from.
A great way to begin that process is simply to ask yourself this question: “If we really tried, what could we do to really stand out and become World Class?”
I’m sure the ideas you come up with will surprise you, AND YOUR CLIENTS!
About the writer
John Stuckenschneider is a successful motivational speaker, best selling author, seminar leader, trainer and certified Life Success© coach. Think Into Success©, LLC, was founded by John dedicated to providing the very best in personal development resources, seminars, and programs.
Mentored and certified by Bob Proctor, of the movie "The Secret", as one of Bob's Life Success© Consultants, John has been personally mentored by Les Brown, Brian Tracy, Brendon Burchard, Rich Schefren, James Malinchak, Mike Koenigs and others.
John's workshops, including sales, leadership and motivation programs, are available in a variety of formats for individual or group use and are also available as live events. Personalized coaching is also available through John’s proven “Breakthroughs To Results” Programs which are provided in either a one-on-one or group mentoring setting. www.Facebook.com/ThinkIntoSuccess