I thought I would share this tip today, in an effort to help you a little more with improving your customer experience.
It’s based on this: If you anticipate what the customer wants, you can then deliver a memorable experience to them. This is one of those small things that make a huge difference.
A simple example from my home town
The example comes from 2 dry cleaning providers in my area.
- Both do a good job.
- Both offer similar services for a similar price.
However, there are some small, yet important differences. One of them gets your order ready as soon as you pull up, by recognising your car. With the other, you have to wait. One knows you by name, the other is polite but you are just another customer. One engages with you and remembers things about you. The other does not.
The dry cleaner who engages and recognises that you are a regular client, informs you they will be offering a collect and deliver service, should you need it. This service is free of charge to our regular, local customers. The customer is made to feel special.
The dry cleaner who anticipates you better, adds one little extra touch. How would you like your dry cleaning, on a hanger or in a box? They don’t use thin plastic see through bags and wire hangers, you get to decide. A decent hanger which will not leave hanger marks on your clothes or presented in a very smart box. You are made to feel you have just bought these items from an exclusive shop, when you pick them up.
- Guess which dry cleaning business is always busy?
- Guess who gets talked about?
- Guess who gets referrals?
- Guess who spends very little on their advertising?
Start anticipating your customers today. Think of ways you can wow them.
If you are stuck and you would like me to turn your customers into fans, contact me here.
Photo by Artondra Hall