Shake It Up
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."
Entrepreneur Editors' Picks
-
Zooey Deschanel Embraces the Word 'Quirky' and Thinks Businesses Should Too
-
A Simple (But Not Easy) Guide to Achieving Almost Any Dream
-
Making Time to Be 'Useless' Is a Vital Part of Creating Anything Valuable
-
A Billionaire Who Operates More Than 2,400 Franchises Knows These Types of Franchisees Make the Most Money
-
How Relentless Optimism Fuels Success for Hilary Schneider, CEO of Shutterfly
-
The Paradox of Celebrity Tequila
-
Social Media Was Draining Me, So I Gave It Up. My Business Has Never Been Stronger.