I have been on the road all this week, travelling from one side of Australia to the other. My travels have been to conduct a series of presentations on turning customers into advocates for ING (sadly Billy Connolly hasn’t been on the roadshow with us). When I talk about this topic I can’t help but evaluate how I am treated as a customer and let me share some of my findings from the last week.
MY ONE MAN SURVEY – 24 buying situations whilst on the road (from the taxi that picked me up to take me to the airport to the coffee shop where I got my morning fix today). The results are –
Staff who looked me in the eye and said a sincere “thank you” – not a single one.
Staff who said a distracted “thank you” but no eye contact – 4 out of 24
Staff who mumbled something which I assume was a kind of “thank you” – 4
Staff who said NOTHING at all – 16 out of 24
Not exactly impressive figures are they ? And yet behind each of these interactions, I am sure there is a business owner somewhere who would like to make more money. In fact they are probably sitting there asking themselves how they could make more money?
Imagine what they could achieve if they just took a moment to connect with the people coming into their business. And how about if they actually said a heartfelt and sincere “thank you”? Wow, wouldn’t a business like that stand out from the crowd in my surveyed businesses?
MY CHALLENGE TO YOU
For the next week, look every single customer in the eye, pause and then sincerely thank them for their business. If you say it mean it. Do this for one week and I guarantee you will notice quite a few things.
Firstly you will connect with your customers a lot more. This connection will be real and people’s feelings towards you and your business will reflect this. Secondly your staff (if you have any) will start to do the same, all by themselves.
But most importantly, it will start to become a habit. Then the real magic starts. Word of mouth will increase, your customers will refer your more often, they will become more loyal and they will use your business more often. I have seen it work so many times. All you have to do is be sincere and look people in the eye.
If you don’t get face to face with your customers tell them how you feel over the phone or by email, but make sure you tell them with sincerity.
Now why stop at your customers? Why not make the next week one where you give sincere praise and appreciation to everyone in your life? Your partner, your kids, your friends, your suppliers, the people behind the counter at your local coffee shop – everyone.
Too many business owners are looking for the magic pill to find more customers and generally it is right under their nose. I talk about this concept of loving your existing customers a lot (in fact I have written a book about it) because it works and it costs nothing.
Drop me a line and let me know what you notice after a week of creating moments of true sincerity with your customers (and everyone else in your world).
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