Good Business Is About Showing Customers the LOVE Through Good Customer Service
The secret sauce to getting more customers and making more money? Show Your Customers The LOVE!
It doesn’t get any simpler than that. Think about the way we build personal relationships… we see someone we are attracted to, we do things to get them to notice us, we try to find out more about them, we do things to try to impress them, we pay attention to them, we notice what makes the happy and/or sad, we do our best to make them feel good or happy. If we really like them, we do whatever it takes to make them want to be around us more. It becomes mutually beneficial. Both people discover things about each other that make them enjoy each other’s company and continue to see each other… and quite possibly marry each other for life.
Now, that mini-therapy session was my gift to you… but there is a lesson in it. The SAME EXACT principles come into play in business relationships as well. You know your target market or ideal customer, you market to them, you try to find out what they need/want, you impress them with introductions or sales pitches or networking, you pay attention to what they say to tailor your solution around them, you notice what they want, don’t want, you do whatever you can to keep them coming back to you first for your product or service. The benefits to both are that you are making money from them and you are providing them with a solution for their needs.
I’m the first to agree that all relationships require some work, and yes, are sometimes stressful. And yes, sometimes they don’t work out, but it always requires some effort. As the saying goes, all good things in life require effort. In business, because customer needs and demographics are constantly changing, we really need to be in touch with our customers. What’s important to them? What do they need? What is it about our product or service that works for them? What isn’t working for them? What would they like to see changed or improved? As in all relationships, communication is key.
The extra bit here is that in successful relationships, both people need to feel valued and special. Yes, I was a Psychology major in college and it continues to amaze me to the degree that companies neglect this aspect in business.
If you’ve ever been on one of my webinars or in my workshops, you’ll know I ALWAYS start out with the statistic that the number 1 reason people stop doing business with a company is because they didn’t feel valued or special. People/customers want and need to feel that their business is valued by the vendor. To do so, we need to show our customers the love.
Here are a few suggestions on how to do just that…
- Make sure that you learn and USE your customer’s names at least once during your conversations. Even if it’s when you say goodbye… it makes an impact and sends the feeling of a relationship. Example: “It was nice catching up with you today, Kristina. I’m looking forward to seeing you again soon.” “Thanks for calling with your question, Kristina. I’m always happy to help.”
- Take an objective look in the mirror and ask yourself WHY people should like to do business or work with you. If you can’t think of many, you may want to think of what you need to focus on to make working with you desirable. Remember the saying… If you want friends, BE a friend. This same concept holds true in business as well. Want more clients/customers? BE friendly and NICE. The #1 reason people stop doing business with companies is because they are treated rudely and indifferently.
- Go a little out of your way to show your customers/clients they are important to you and you value them. Ask them questions that show you care and are interested in what they are saying or about their industry/business.
- “The difference between ordinary and extraordinary is that little extra.” – Jimmy Johnson
- Let them know in your conversation or email that you truly enjoy working with them and value their business. Most companies don’t do this and people notice on the rare occasion that it happens. This is your chance to stand out.
Do this regularly, not just on important dates like Valentine’s Day because you “should.” When you work on making good customer service a habit and your customers can come to count on it, you’ve struck gold in the relationship game. The proof is in your bottom line… and by the glowing way your customers will speak about you and your company.
I totally agree! I leave stores or businesses if they treat me like I'm just another person. Business is all about relationships. I'm not doing business with companies, I'm doing business with the PEOPLE in those companies. When they treat me well, are nice and friendly, I'll be back. If not, I'll leave. Great points here!