Shake It Up

  • ---Shares

Tips for dazzling your customers.

By Lynn Beresford

A lot of people say you can't astonish customers," says Brian McCallum, marketing director for Communication Briefings, an Alexandria, Virginia-based company that publishes a newsletter, videos and reports on workplace communication. "But there's a big difference between good customer service and astonishing customer service." According to McCallum, here's how to dazzle your customers:

Offer to do customers a favor that's above and beyond the call of duty. McCallum cites a moving firm whose owner personally delivered a kitchen set at no cost--in his own station wagon.

Underpromise and overdeliver. Tell them you can have it done by 5 p.m. tomorrow; then have it done by noon.

Give customers a benefit they don't know exists. If you offer coupons, give customers who forget the coupons or don't know about them a discount anyway.

Put concern above profit. Don't schmooze customers into buying higher-priced products. Show them you have their best interests in mind by selling them only what they need. They'll value--and remember--your honesty.

Follow up with customers after they do business with you--especially if they've purchased big-ticket items. Says McCallum, "As the value of the product gets higher, follow-up becomes a more important issue."

Next Article:
A Look at the Demanding Schedule of Elon...
OK

This website uses cookies to allow us to see how our website and related online services are being used. By continuing to use this website, you consent to our cookie collection. More information about how we collect cookies is found here.