Get promising – Highlight all your ‘promisables’ in your sales and marketing stuff. One great tip – under promise and over deliver. Promise delivery in 7 days, knowing you can do it in 3 days. When the goods arrived 4 days before expected, that’s a ‘Wow’ factor if ever there was one! Small businesses often forget this easy fix.
Be a Tigger – Remember Tigger from Winnie the Pooh? He’s all over the place; bouncing up and down with endless energy and enthusiasm. What a great person to be with and do business with. Are you and your staff brimming with enthusiasm?
First impressions – If you have a shop or office where customers visit you, what do your premises say about your business? Is it modern, fresh-looking, clean and tidy? Or is it worn, tired and generally looking run down? Like it or not, customers will judge you on what they see. They may say ‘Wow’ but for all the wrong reasons!
Be a problem solver – Most companies THINK they have great customer service, but don’t. The main reason is that when people complain, most feel that they have not been listened to and their problem has not been solved. Be a solver of problems – quickly and efficiently.
Be their friend – Do you take time to build a relationship with all your key clients? Do you go out of your way to greet them when they next do business? As the saying goes, aim to turn strangers into friends and friends in to customers.
Value – In this day and age, the concept of giving great value is sometimes forgotten. Creating a ‘Wow’ moment can be as simple as giving a little bit extra or unexpected. It doesn’t have to be of huge value, it’s the though. Price on its own may not work, it has to be tied in with something else – 2 for 1, a small gift etc.
Call them – The best ‘Wow’ is calling your customer a few days after they have bought. Asking them if the product is fine, whether it does what he wanted it to do, is one sure way of stopping him in his tracks! If everything is great, then you have a customer for life. If there is a problem, wonderful; you have the opportunity to put it right and … have a customer for life.