Never underestimate the value of being ’detail-driven’ in creating and maintaining a positive impression with your customers. Meaning that, it’s the attention to the little things that people notice. In fact, if they ‘don’t notice’, that’s even better, as you can get on with business at hand.

I did some consultancy work for a firm that aspired to grow its client base to ‘high worth’ customers. They were a very smart, switched on group of people. However, there were ‘details’ that detracted from their overall business persona.

The big bill item was the fact that one senior staff member ran late for every appointment. There was always a good reason why this occurred, but, it happened frequently both with internal appointments and his customers. His business was the ‘apology business’.

Further, getting more ‘nitty gritty’, there was a certain general disorder in the ‘client accessible’ areas, such as outdated magazines (when will medical practices stop trundling out New Idea 2004!) scattered across the room, flowers in water that had started to grow slime, a receptionist that wore inappropriate business attire and greeted clients in a parochial and overly familiar manner.

For the most part we get ‘used to things’. The scuff marks on shoes, the pulled thread on a coat button, the untidy reception area, the boxes in the corridor, the stale water in a vase, the tardy employee.

However, the ‘total package’ whether of an individual or a company is constantly being scrutinised by those doing business with them. Take time out to do a ‘detail audit’ and enlist a fresh pair of eyes to check out the loose threads in your office.

To summarise

·   Punctuality conveys respect

·   Orderly environments suggest orderly business dealings

·   Friendly, though not familiar, interactions ensure professionalism

·   Personal presentation and grooming communicates self worth and value

Let me know if there are ‘details’ in your business that are devilish!

Maggie

videan@bigpond.net.au

http://www.parexcellence.net.au/maggies-blog/ www.parexcellence.net.au

Maggie’s business aims to assist you: Delight customers • Inspire leadership • Create powerhouse Executive Assistants • Wow audiences • Generate unbridled enthusiasm • Promote sales charisma

Being able to delight customers is an under-valued and under developed business strategy.

Success lies in the experience your business creates for every customer ‘touch point’.

What choices do you make when you relate to a customer? Chances are your decisions will determine the relationship you have within the organisation, the people, or person you deal with.

The art of engaging with customers

Build great experiences; create positive interactions and constructive outcomes for your customers by ‘engaging’ with each one on an interpersonal level. This is a ‘no brainer’; it simply means smile, maintain eye contact, be warm, ask questions, offer suggestions and be responsive to needs.

The old adage ‘you can’t please all the people, all the time’ is true. It is also true that we get on with some people better than we do others. However, in dealing with customers, it is imperative we learn to keep our preconceptions or likes and dislikes to ourselves and relate to each and every person with respect and recognition. This creates rapport, which is in turn a cornerstone for developing ongoing relationships and brand loyalty.

Word of mouth and recommendations are the most effective marketing tools available to your business. People remember when they felt good in a business transaction and are usually happy to share this with others.

Value the complaint and the complainer

None of us like to receive complaints, nor are people who complain very pleasant when voicing their displeasure or concerns. Customers are not always well informed, can be under stress or simply not appreciate the constraints your business may have to work within.

Ideas to consider for positive outcomes

Listen. Stop what you are doing and pay full attention to the customer, trying to appreciate exactly what they want from you.

Stay calm; reassure the customer you have their best interests at heart;

Offer solutions; avoid quoting the rule book and don’t sweat the small stuff!

Paraphrase to review salient points and to ensure both parties understand the situation.

Most customers will develop loyalty if someone from the organisation attempts of fix their problem (even if not completely to their total satisfaction) in a timely and genuine manner.

There is a statistic bantered around in customer service theory, that states ‘for every one customer that complains, 27, don’t say a word!’ The implication to your bottom line of all those unhappy customers who haven’t communicated their displeasure – is staggering!

Remember, it is more cost effective to keep your customer than to create a new one!