Those two little words quite possibly embody the most powerful marketing tools that a business can utilize. Provide excellent customer service and your customers will come back – and they’ll tell others about their experience. On the flip side, provide lousy service (or even worse, no service!) and your customers won’t come back – and they’ll tell others about their experience.
It all comes down to the golden rule: Treat others as you would like to be treated. It’s really that simple. You don’t need a 200 page training manual – you simply need to go back to the basics.
A great example of this just happened to me this week. I ordered a dress from a very large, well-known retailer. The transaction was flawless – I ordered it, received a shipping confirmation, and it arrived when they said it would. I was a happy customer and had a lovely new dress. What happened next was totally unexpected yet very much appreciated. I received an honest-to-goodness handwritten note from one of the customer service reps at the company. It was not a form letter. It was not printed on a printer. It was written in ink, by hand, by a real, live human being.
The content of the note was simple, along the lines of: “We hope you had a great experience and we thank you for being a customer. If you have any questions, you can contact me personally.” Those few sentences have made me a customer for life – and here I am blogging about it, spreading the word about what a great company they are. Talk about a powerful marketing tool.
How many times have you frequented a store, whether in person or online, and just felt like you were a number? Or worse, you were ignored? It doesn’t make you feel good about your purchase or about giving the establishment your hard-earned dollars. But walk into a place, be genuinely greeted by a staff member, be treated like they value your business, and you may very well leave the store smiling.
Treat others the way that you would like to be treated and you may very well have a customer for life.