Forget about satisfying your customers. Instead, focus on turning your happy customers into raving fans by creating WOW! 
experiences.
Below are eight strategies that will help you exceed customer expectations. They’re all based on a mindset, so that’s where we’ll begin.
- Be optimistic and have a positive attitude. You’ll find it’s contagious.
- Put your signature on your service. Individualize your service and make your customers feel special, maybe a quote of the day or a specific candy that represents your brand.
- Adopt the mindset: I am paid by the smile, not by the hour.
If you’ve got the mindset, now, you’re ready to WOW!
#1- Throw a smile in their direction—Greet customers with a smile and hold it until they smile back. Not seeing your customer in person? A smile can be heard in your voice, so smile when talking on the phone.
#2- Master the art of accessibility—Be available at the time and place your customers need help. Keep turnaround time on emails and phone calls to a minimum. If you don’t have an immediate answer, let customers know you’ll get back to them soon.
#3- Under-promise and over-deliver—Create a permanent WOW! by exceeding customer expectations every time. Set clear expectations, give good advice and keep your promises.
#4- Surprise them with the unexpected—Ken Blanchard, author of “How to Win Raving Fan Customers” says “deliver your service, plus one percent.” Find little ways to provide unexpected extras that will give your customers something to rave about. Surprise your customers by asking meaningful questions that uncover their needs.
#5- Attend to the little things—Pay attention to the little things like using a customer’s name, greeting them as they enter the building, having clean facilities and customer notices that don’t talk down to people.
#6- Strive to say “yes”—When you’re inclined to say “no,” first ask yourself “If it is not illegal, unethical, immoral or violate any regulations, why can’t I say ‘yes?’” Under circumstances you’re not able to provide the resolution the customer wants, offer options to help the customer feel in control. For example, “We can’t do that but what we can do for you is….”
#7-Practice the platinum rule—Provide a consistent customer service experience in a way that recognizes the individuality of your customers. Some will want every detail; others want just the bottom line information. One may want to see a variety of choices; another may want you to make a recommendation. Ask them how they want to be treated.
#8-Express appreciation—Find ways to show your appreciation and thank them for their loyalty, their business and their trust. Let them know their questions and inquiries are important to you.
Satisfied customers are neutral to your business. Ecstatic customers, on the other hand, become your best advertising. Implement these strategies and you are guaranteed to have customers saying WOW!
As an Employee Assistance Program (EAP) Trainer with The Village Business Institute, Dawn Kaiser lives her passion–to energize, encourage and equip others to achieve their highest visions and live their strongest lives. She draws on more than 10 years of experience in the Human Resource/Organizational Development field, a Bachelors of Business Administration from the University of MN Duluth and a Masters of Education from the University of Illinois, Urbana-Champaign. She is also a certified HR Professional.
Tags: customer expectations, Customer Service, WOW experience