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Issue #51 ~ March 30, 2010 Printer friendly PDF file
Making Your Customers Scream "YES!!"
By Scott Gillespie
“Yes!”…”Wow!”…”Awesome!”…”Sweet!”…and for those that are still diggin’ the 80’s…”Rad!” and “Tubular!”
When was the last time that something very random happened to you that elicited a response like one of those above? It doesn’t have to be something profound, just something unexpected that was pretty cool when it happened.
Let’s start with something that has happened to many of us in one way or the other. But let me paint the picture like this….After a long, warm, enjoyable and memorable summer, the days start getting shorter and shorter and slowly the temperature begins to drop. Eventually, you begrudgingly dig out the sweaters and sweatshirts to stave off the chill that is setting in.
Then, before you know it, one Monday morning comes and you step out the door to go to work and it hits you that you should finally grab a coat. You drop your head, turn on your heals and trudge back in to the closet and grab your Members Only jacket. While heading back out the door you zip it up, jump in the car and start the defrosters.
Now you’re pulling into your parking spot at work. You put the car in park, turn it off, open the door and step out into the brisk, cold morning. Seeing your breath as you sigh, thinking about the bitter cold that will soon be upon us, you take your keys from your right hand and drop them into your pocket. In doing so, your fingers brush up against something. It hits you that it’s the receipt from the hardware store for that last bag of sidewalk salt you picked up last winter, just in case it snowed again that spring.
Reminiscing back to last winter, which foreshadows the winter to come, you pull the receipt out of your pocket and go to crumble it up to throw away. It is then that you glance down and see something sticking out of it. You unfold the receipt to find $16 folded up inside - the change you received back from the 20-spot you used to pay for the bag of salt! “YES!!”
Here’s another quick example that just happened to me last week. I was diggin’ though the center console of my truck looking for the window bracket for my GPS. As I was moving CD’s and business cards aside, I found half a Payday candy bar (my favorite!) that I wrapped back up for “later” and put in there about a week prior. “YES!!” But then, wait a minute…how long was it in there!? A week? No problem. It was wrapped up and probably sat on the shelf at the party store longer than that anyway! So…”SWEET!!”
Now take that “YES!” moment - or whatever “YES!” moment you may have had, and ask yourself if you are creating that unexpected joy in your customers with their transactions or experience doing business with you. It doesn’t have to be anything monumental or expensive, just something unexpected and slightly out of the ordinary that will surprise them up front and keep them thinking - and talking - about you work weeks, months and years to come!
A good example of this was a few years ago when I used to refill my own ink and toner cartridges, the company I ordered my supplies from would stick a mini-pack of M&M’s (my second favorite) in the box with a little note taped to it that said to enjoy them while filling your cartridge. “Wow!” Not because I just got a little back of heaven, (is there a pattern developing here!?) but because I had never experienced a little something extra like that in that manner.
A whole book, or at least a good sized chapter could be dedicated to this question - What are you doing to make your customers scream “YES!!”? Figure out what it could be and implement it immediately. Do it and watch the repeat business start pouring in from the memorable excitement you created in your customers. Then watch the referral orders come in from the 250+ people that your current customer was just raving on and on to about what you just did for them.
Now, Go Get ‘Em!
By Scott Gillespie
“Yes!”…”Wow!”…”Awesome!”…”Sweet!”…and for those that are still diggin’ the 80’s…”Rad!” and “Tubular!”
When was the last time that something very random happened to you that elicited a response like one of those above? It doesn’t have to be something profound, just something unexpected that was pretty cool when it happened.
Let’s start with something that has happened to many of us in one way or the other. But let me paint the picture like this….After a long, warm, enjoyable and memorable summer, the days start getting shorter and shorter and slowly the temperature begins to drop. Eventually, you begrudgingly dig out the sweaters and sweatshirts to stave off the chill that is setting in.
Then, before you know it, one Monday morning comes and you step out the door to go to work and it hits you that you should finally grab a coat. You drop your head, turn on your heals and trudge back in to the closet and grab your Members Only jacket. While heading back out the door you zip it up, jump in the car and start the defrosters.
Now you’re pulling into your parking spot at work. You put the car in park, turn it off, open the door and step out into the brisk, cold morning. Seeing your breath as you sigh, thinking about the bitter cold that will soon be upon us, you take your keys from your right hand and drop them into your pocket. In doing so, your fingers brush up against something. It hits you that it’s the receipt from the hardware store for that last bag of sidewalk salt you picked up last winter, just in case it snowed again that spring.
Reminiscing back to last winter, which foreshadows the winter to come, you pull the receipt out of your pocket and go to crumble it up to throw away. It is then that you glance down and see something sticking out of it. You unfold the receipt to find $16 folded up inside - the change you received back from the 20-spot you used to pay for the bag of salt! “YES!!”
Here’s another quick example that just happened to me last week. I was diggin’ though the center console of my truck looking for the window bracket for my GPS. As I was moving CD’s and business cards aside, I found half a Payday candy bar (my favorite!) that I wrapped back up for “later” and put in there about a week prior. “YES!!” But then, wait a minute…how long was it in there!? A week? No problem. It was wrapped up and probably sat on the shelf at the party store longer than that anyway! So…”SWEET!!”
Now take that “YES!” moment - or whatever “YES!” moment you may have had, and ask yourself if you are creating that unexpected joy in your customers with their transactions or experience doing business with you. It doesn’t have to be anything monumental or expensive, just something unexpected and slightly out of the ordinary that will surprise them up front and keep them thinking - and talking - about you work weeks, months and years to come!
A good example of this was a few years ago when I used to refill my own ink and toner cartridges, the company I ordered my supplies from would stick a mini-pack of M&M’s (my second favorite) in the box with a little note taped to it that said to enjoy them while filling your cartridge. “Wow!” Not because I just got a little back of heaven, (is there a pattern developing here!?) but because I had never experienced a little something extra like that in that manner.
A whole book, or at least a good sized chapter could be dedicated to this question - What are you doing to make your customers scream “YES!!”? Figure out what it could be and implement it immediately. Do it and watch the repeat business start pouring in from the memorable excitement you created in your customers. Then watch the referral orders come in from the 250+ people that your current customer was just raving on and on to about what you just did for them.
Now, Go Get ‘Em!