We have lots of labels. We label people, businesses, activities, neighborhoods, countries, weather patterns … there is a common ‘picture’ that comes to mind when you say a word.
Labels are needed for identification purposes.
- Restaurants are for eating
- Banks are for stashing money
- Automotive shops fix cars
- Managers manage people or processes
- Cashiers ring up sales
If we didn’t describe each of these words, you would have easily been able to finish the sentences. Each business type or position title is easily identifiable at the mention of the word.
Do you want your customers to think of your business as just another (fill in the blank)? One of those places that your customer has to tax their memory to remember its name?
Why not be known for the experience your business provides to your customer?
This isn’t breaking news – no matter what your business, there is a LOT of competition. And some businesses provide basic services necessary for us to go about our life. But even basic services can be transformed to be memorable customer experiences.
Take Umpqua Bank. They provide more than just the necessary banking services. Umpqua has created a gathering place for their community.
Having yoga classes in your bank or auto shop might not fit in with your business model.
You can, however, provide other types of customer experiences like Amazon, Apple or Chick-Fil-A.
Even if those levels of service seem out of reach, there are some simple tweaks you can make to allow your customer to know that you care, want them to be part of your community and will do your due diligence to make their life easier.
Ideas for Memorable Customer Experiences
- On rainy days, place umbrellas (with your business name of course), near the door for those who don’t have one.
- Keep a record of your customer’s birthdays and send a greeting card (perhaps with a token gift card inside).
- When handed a credit card, have your cashier return it to the customer and say, “Thank you”, along with the person’s name.
- Send personalized thank you notes to customers after they have visited. We know of one prospective customer who chose her child’s day care center solely on the fact that she received a thank you card. She believed it told her they cared.
Go out of your way to be known as the business who creates memorable customer experiences.
And if it can’t be a yoga class or a greeting card, perhaps a simple ‘smile and thank you’ will do! It is amazing how many people just do not do this anymore!
Your business is only as extraordinary as your staff and the experience they provide for your customer.
Don’t be the business no one can remember. Place your customer’s unique experience at the forefront of your business plan.
Want to make sure your staff is providing extraordinary experiences for your customer? Contact me today for a free consultation.
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