There are 10 things that your customers want and wish that you knew—I’ll go over the first five today.
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There are a 10 things that your customers wished you knew about them. I’ll cover the top five today.
1. Customers value good service more than fast service. In today’s day and age, people are tired of things like automated phone systems. They want a service that will treat them like a human being. So, what can you change in your business right now to give good, quality service? One report found that customers cited rude, incompetent, and rushed services as their No. 1 reason to leave a brand; 18% of customers left simply due to slow service.
2. Customers love personalization, and they are glad to pay more for it. The Journal of Applied Psychology ran a case study and found that waiters would get a 23% increase on their tip when they included mints with the check. If the waiter then came back with a second set of mints when they deliver your change or your card, they got an extra 7% tip. What can you do to bring the second set of mints to your customers?
1. Customers value good service more than fast service. In today’s day and age, people are tired of things like automated phone systems. They want a service that will treat them like a human being. So, what can you change in your business right now to give good, quality service? One report found that customers cited rude, incompetent, and rushed services as their No. 1 reason to leave a brand; 18% of customers left simply due to slow service.
2. Customers love personalization, and they are glad to pay more for it. The Journal of Applied Psychology ran a case study and found that waiters would get a 23% increase on their tip when they included mints with the check. If the waiter then came back with a second set of mints when they deliver your change or your card, they got an extra 7% tip. What can you do to bring the second set of mints to your customers?
Random acts of kindness create
goodwill with your customers.
goodwill with your customers.
3. Customers will remember you if you remember their names. This is something that I struggle with because it’s easy to get so concentrated on the conversation at hand. One trick that I like to use is to come up with some kind of mnemonic device. For example, if someone met me, they’d notice that I’m a fairly tall guy, so they might remember me as “Greg, the guy with long legs.” Something like that can help you remember your customer’s names and strengthen their connection with you.
4. Customers remember and talk about pleasant experiences. For example, even though Zappos doesn’t advertise that they will up you to overnight shipping so that you can get your product sooner, people talk about it so much that it’s just common knowledge. We like to bring a box of See’s Candies to buyer consultations or listing appointments; we also send a box to thank people for referrals.
5. Create goodwill with your customers. It doesn’t need to be expensive, but creating goodwill is really important. A company called Sweetgreen increased their business by over 300% through random acts of kindness. You can do the same by negotiating a discount with your local vendor, printing those coupons, and handing them to your customers when you see them out and about. You could also buy a bunch of $5 gift cards to pass out, send out friendly Facebook messages, or even just give someone a nice compliment that really makes their day.
Start working on these five things and keep an eye out for the next five things that your customers wished you knew. In the meantime, if you have any questions, give me a call or send me an email. I would be happy to help you!
