In my previous post You Should Be Charging More Today I outlined the reasons you should she be giving your customers more value to stand out from your competitors and to start charging more for your services. In this post I will be outlining a few methods that you could implement into you routine TODAY to start exceeding your customers expectations and begin leaving good impressions on the customers mind.
THE CUSTOMER FOLLOW-UP
The customer follow-up is a basic premise, but one that is a good habit to get in to.
After you have finished your service or sold your product, follow up with your client via a phone-call or email to find out how they found their experience with you or your service. This will show that you value your customers and will help you improve your service if any negative feedback is received.
Some good questions to ask are;
- How did you find your experience with our company?
- Were you happy with the product or service that you received
- Did the product or service meet your expectations
- Would you recommend us to a friend if the opportunity arose?
… and if you receive negative feedback for any of the questions above then you MUST follow up with this question;
“I am sorry to hear that you were not happy with our service/product, can you please let us know what you found unsatisfactory so we can make sure future customer experiences will be better.”
This will show your customers that you are human and can accept that you make mistakes and want to improve yourself and your business.
And finally, follow up with that customer in 6-months time and ask them how they are fairing in the current situation involving the service you offer. Chances are that if they are not happy with their current service or still struggling that they may give you a second chance.
LEAVE A THANK-YOU GIFT ON THE TABLE
Your aim is to exceed your customers expectations and stand out from your competition, and one thing you don’t see very often are those little touches that makes the customers experiences a great one.
Try the following on your next job;
1. THE THANK-YOU CARD.
With every new customer, leave a Thank-You card on the table after your job is completed. The card should have a hand-written note thanking them for the opportunity for working for them and if there is anything else they need, then to contact you.
2. THE GIFT
Leave a small box of chocolates with your thank-you card. This will sweeten up the day of your customer.
Leave on the table, a gift of flowers. This will look nice and make the place smell good and leave a good impression on your clients mind when they get home and the place is smelling lovley.
POST OUT A THANK YOU CARD (on the same day)
On the same day that you finish the job, post out a thank you card to your client. This will ensure that they will receive it a day or two after the job is done.
Include in this card a hand-written thank you note along with a gift card. The gift card could for the cinemas, coffee shop, or clothes outlet. Choose a retailer you think will suit them.
This is a simple yet effective gift. Each time they use the gift card to purchase something, they will think of you. There is also a chance that if they are with friends while purchasing, they will bring up how they go the gift card which is the side benefit of positive word-of-mouth.
Using the gift-card will also bring back good memories of the fantastic service you provided.
Christmas comes but once a year, why not spread the joy with a small Christmas hamper for your long and short term customers.
Christmas hampers are a easy and fun way to say thank you to your customers.
For long term commercial clients, why not leave a hamper filled with a assorted snacks, tea and coffee. This can be placed in the middle of the staff kitchen table and can be shared with their staff throughout the season weeks.
For domestic clients, leave a smaller hamper of assorted snacks, aromatic items like candles and bath soaps. This will also leave a pleasant scent in the house.
For the clients that are not regulars, a small box of chocolates will be a nice way to say thank you for past business opputunites and will bring you back in to their minds for future prospects.
How do you exceed your customers expectations? Do you have any tips on how to add value to your customers?
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