Over the weekend I happened to walk into a local business while out shopping. I was pleasantly surprised to hear a nice warm sounding voice coming across the shop, as the man behind the counter was talking with the patrons who were up in front of me. I wondered if I had suddenly walked onto the set of the twilight zone. Everyone was smiling as they all were watching a master at work. And what was he doing? He was communicating to his customers and giving them a great experience. This is the stuff of retail legend and something that sadly is lacking in many retail stores. But it was wonderful to watch and when my own turn came I realised that I was smiling even before I got to the counter as there was a mirror in behind this chap so I smiled even more as I anticipated what was to come. It was a great experience for sure.
How do you make your customers feel?
Do you let them know they are worthwhile? Do you empower your staff to look after your most valuable asset?
It doesnt take to much effort to smile at them and make them feel like you really care. Its going to make them keep coming back and even better, they will relay their experience to people they know and that is where the real benefit comes into play. Your database will grow and your customer aquisition cost will reduce. And that goes straight to the bottom line. And believe me that is very healthy for your bank balance.
If you are the business owner it is so important to take just a little time to keep renewing your relationship with your customers.
As I walked away I remembered a little short film I had seen that shows the power of really caring about people. Its a manufactured situation but shows very well what a little bit of communication and a smile can do for your business. Enjoy the film but more importantly, think about how you make your customers feel when they do business with you.
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