This Could Be the Most Important Part of Your Business

Whatever kind of business you’re in, chances are you’re serving people in some capacity.

The goal of any business is to provide it’s customers with a POSITIVE EXPERIENCE.

This includes internal customers (the staff).

Successfully accomplishing this goal will translate into increased revenue, strong brand, customer loyalty, and powerful FREE word of mouth advertising.

For example, if your business is a restaurant or retail store, how you provide a Positive Experience can be conveyed in a number of ways, such as:

• the quality of your product
• the quality of your service
• the price of your products
• convenience of the location and shopping experience
• image, branding and ambience of the store

Maybe you don’t have the budget to design a fancy, beautiful storefront. Maybe you can do without the most expensive suppliers, maybe not. Maybe your customers can easily go down the street to your competitor’s business. What’s going to stop them if you have comparable prices and quality?

CUSTOMER SERVICE IS KING!!

Service is the intangible part of your business that costs the least. Yet it may have the most lasting effect and greatest return on investment. With all the competition out there you’ve gotta earn customer loyalty through a high level of service.

Your customers are your boss! Generally, the customers are always right. Your business is to serve them.

Good word of mouth takes some time to build because it’s EXPECTED to be good. People don’t really go out of their way to talk about a good experience unless it’s exceptional.

Bad word of mouth is viral! If someone has a great experience they’ll tell about half a dozen people. If they have a bad experience they’ll tell an average of 13 people! Not only that, they’ll actually go out of their way to tell people.

With this kind of viral marketing potentially working against you, you cannot afford to ignore the importance of the key element that can make all the difference – CUSTOMER SERVICE.

You can have an average product in an average storefront. But an impeccable standard of service can make all the difference in your business.

I have a friend who owns a successful chain of restaurants. He has the habit of mingling with his customers. He is continually getting feedback about the quality of his products and the level of service his customers experience.

One day he noticed one of his customers not using the salad dressing for her salad. Why would she order salad and not use the dressing?

Confused, he tasted the dressing in the store and noticed it was “a bit off”. He walked up to the customer and asked if everything was okay. Trying to be polite, she said that the dressing could be better.

My friend immediately refunded her money. But he knew that just refunding her money wouldn’t be enough to counter her negative experience. She probably wouldn’t have come back. So he didn’t stop there. He also replaced her Entire meal AND gave her a gift certificate for a complimentary meal FOR TWO!

My friend completely turned the customer’s negative experience into a positive one.

And he went further to make sure she came back with a friend the next time. He knew that the quality of the food and service would turn them into repeat customers. But more importantly, her word of mouth would now be positive.

This is his standard business practice. His prices aren’t the cheapest but the quality of his food is great and the quality of the service is excellent! Without ever needing to advertise or spend money on marketing, he has build the company’s reputation by serving his customers with a Positive Experience.

SERVICE IS HIS MARKETING STRATEGY! Serve the customers well and they will market for you!

It’s up to you to lead and train your team to provide this standard of service.

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