Issue 104: Do Your Clients Boast that They Love Your Customer Service?
“It takes months to find a customer…seconds to lose one.”
- Vince Lombardi
This past week I traveled to North Carolina for business. On the way, my road trip companions, including my 15-pound one-year-old puppy Gidget, and I stopped at two rest areas with welcome centers. In the first one, we were greeted with cheery hellos and a few questions to get to know us. With just a few responses, Sherry ushered us to a designated rack of brochures, travel magazines, tourist magazines, and a North Carolina map. (I must admit, with our handy smart devices, I don't always have a hard copy roadmap in the car.) Then, thrilled with a bounty of information that would save us time later and a fabulous experience, we hit the road again.
Do your clients boast that they love your customer service?
At our next stop, we walked into another welcome center. Although there was staff on site, they were engrossed in their conversation. The employees never showed any appreciation for their visitors. The marketing collateral was displayed haphazardly in the racks and on a table without logical order. Disappointed with the visit, we spent more time in the second center than we did the first and walked away empty-handed.
As soon as we buckled up, a lively conversation around customer service exploded. We started with a five-star welcome center visit and ended with a one-star experience. If we didn't hit back-to-back welcome centers, we wouldn't have seen such a drastic difference in service. We got spoiled. Would we have been as disappointed with the second welcome center if we hadn't experienced superb service at the first center? How had the first center set the bar for our trip's customer service?
Our potential buyers and clients could feel similar emotions. Our buyers often shop at more than one business and could have back-to-back experiences. Wouldn't it be awful if we didn't provide first-class service or live up to a top-notch experience they had with a competitor? Imagine how many customers we could lose if we gave a similar service that the second welcome center did.
The upside to the welcome center saga—it made us more aware of the kind of service we want to provide for our clients.
Bounce-Up™ Business Momentum
How are you setting the bar for your client's experience?
When have you ever had an extreme back-to-back customer experience?
How does your company show "We love our clients!"?
Mj Happenings
USPTO accepted my trademark application and I'm now waiting for the examiner's approval. Woohoo! This was a huge 2022 goal. Thank you to my attorney Russ for his expertise.
Sept. 5th kicks off 12 weeks of speaking engagements, on-site training programs, and travel.
Until next time, Power-Up, Play-Up™, and Bounce-Up™!
Mj
P.S. Gidget’s first road trip was a huge success.
