How to Win a Lot of Customers in a Tough Market


Two situations, two perfectly acceptable experiences, but in one case, an excitement about great service and within the other case, just OK.

The Laptop

I have a laptop which is under warranty – 5 working day turnaround they said once I rang them a few power problem. Efficient and effective they were too.

So someone came to gather it subsequent day and, as they said, I got a call 5 working days later to mention it might be delivered back, by courier, subsequent day. And by 10.32 am, it was. I enquired on the second call what had been found to be wrong, but the person on the opposite end didn’t know, “There are going to be an engineers report within the box”. And there was.

The Restaurant

My wife went out for a meal with 14 others from her place of labor a pleasant little restaurant, privately owned. The meal was all hand-crafted , with one or two little touches that were a touch special. Being a works ‘do’ they were a touch boisterous and therefore the staff within the restaurant took strength and joined within the fun also . They were made to feel very welcome indeed, from the minute their coats were taken, to closing the door behind them.

At one point, someone tasted one among the sauces and commented on how nice it had been and was given a pot, neatly wrapped, to require home. “Drop the pot back in anytime”, the waitress said. When someone said they fancied something not on the menu, the chef came out and with a touch banter, 10 minutes later had made one up specially.

Wine was within the costings and albeit that they had managed to urge through a few of bottles (and more!), the wine kept flowing to the top of the meal. The chef came bent wish them well at the top and thank them for coming.

Two samples of perfectly acceptable service. One experience adequate and one memorable. i’m wondering which one are going to be recommended to others?

It doesn’t take much to form your customers or clients feel special. It takes forethought and focus. Especially once we work remotely and do not have the chance to satisfy with our customers and clients face-to-face.

Customer service is an art, not a science. it’s about building relationships which last and, ultimately, your customers will do the marketing for you. And you’ll profit.

As sales people we’d like to deliver that ‘extra mile’ service Then we’ll reap the rewards. And not dissolve into nameless and faceless experiences which are just ‘OK’. OK won’t do any longer .

As Disney said:-

“Do what you are doing so well, that they’re going to want to ascertain it again and convey their friends.”

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