Appearing on a recent list I read of Top Customer Satisfiers was the word “appreciation” – making sure that it is “always about them and never about you.”
I like when a business makes me feel that way, although I will confess, I don’t feel that way often enough in today’s self-serve, fast-paced environment.
But a few weeks ago…
My husband and I decided to buy an aquarium for the family. We traveled about an hour away from home to a very large pet store that has an extraordinary selection of products for every type of pet, and employees who seem to love your pets as much as you do. This store was suggested to us by a friend who is a big fan of aquariums and ponds. He swears by this store, and now we know why.
The employees are amazing. We’ve been to the store several times since our initial visit and the consistency is amazing, too. But it was that crucial first visit that confirmed we were appreciated as customers, based on a few things:
- The employee we worked with told us he was glad we’d come to their store first. He told us we saved ourselves a lot of time in not having to shop around.
- He stayed focused on us the entire time we were in the store. We were his sole concern from the start of the transaction until we checked out, at which time he escorted us to the registers and introduced us to the cashier who would be assisting us. Nice touch!
- He complimented our selection of tank, gravel, plants, and the fish we were thinking would eventually call this tank their new home. We learned that you can’t put fish into a new tank right away or you’ll kill them.
- He suggested filters, lights, and other necessities that fit within our budget, saying that he realizes everyone is working hard for their money these days and that price matters.
- He thanked us at the end of the transaction and told us to call if we had any questions. He offered us a coupon and gave us an extra one for the friend who referred us to the store.
The actions of this employee created customer satisfaction in that we felt appreciated when we left the store. From the time we entered until we pulled out of the parking lot, we not only felt but knew our experience was all about us and not about them. They wanted us to feel appreciated, and they succeeded.
Looks like we’re “hooked” on this store. Pardon the pun! After all, we were shopping for aquariums!
How do you ensure your customers feel appreciated from the moment they step foot into your business?
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