Canville Communications: Article
“The usual?” Mike asked as I slid in behind the counter.
“You’d better believe it!” I said with a wink. And why not? Who
can argue with fresh grilled Salmon on a bed of steamed rice garnished
with soy sauce and sweet onions? Sure, I could get fish just about
everywhere--this was Seattle after all--but the Market Grill is
where I put down my hard earned greenbacks.
As Mike tossed the thick strips of fresh catch onto the grill,
I pondered why I liked this place so much. Was it because the
food was good? Was it because they treated me nice? Was it because
they knew who I was and what I liked to eat? Was it because they
gave me free refills?
Actually, it was all of these things and more. Here, in this bustling
metropolis, I was known by face and by name and by taste (food
preference that is). Even though thousands of people would stroll
by in the time it took for me to wolf down my lunch, I would still
get personal service with a smile. It was as if they wanted me
to come back. And you know what? They did!
Burn this into your head: the returning customer is far more valuable
than the new customer. They give you business more than once,
they bring friends, and they recommend you to other people. And
besides all this, who wants to work with strangers all day anyway?
So how do you turn $5.50 customers into a $5.50 once a week customer?
- Smile.
- Learn their names.
- Make them feel special.
- Treat every problem as an opportunity.
Let’s bring it down.
Start by smiling. The last thing you should ever do is look disappointed or neutral
when someone offers you money. Be happy about it. Smile and offer
to help! Go the extra mile and make the customer feel welcome.
Next, learn someone’s name and be bold enough to use it. There isn’t anything you could
say to anyone that would be more pleasant than their own name.
Especially if it is said with a smile.
Once you know who someone is and have them smiling at you, start doing something special for them. One of the most enduring things you can do is give someone a
gift. In the world of economics this often translates into a discounts
or free items that may cost you, but will solidify the receiver
as a faithful customer.
And finally, treat disasters like good things ! Wake up every morning thinking “I hope something goes wrong
at work so I can make some customers day!” The simple fact is
that how you deal with a problem is as much or more a part of
bringing the customer back as advertising or sales or specials.
People want to know that they are treated with respect and that
when there is a problem (your fault or not) that your top priority
is making sure they are taken care of. This is worth for more
to them than the green lined slips of paper they will hand you
in return.
In the end customer service is really no more than treating people
the way you like to be treated. You want to be known, you want
to be remembered, and you want to be taken seriously. And you
know what? If you take customers seriously then they will take
you seriously and remember you personally the next time they cash
their paycheck.
Ian Smith is a freelance writer and an individualist who has a
passion for liberty, truth, and justice.
“Keeping Them Coming Back for More” is an original article by
Ian Smith. Copyright 2004-2005 by Canville Communications.
Shopping Cart: 0 items
Keeping Them Coming Back for More
