Create a Good Memory
- Monday, July 26, 2010
Ease and convenience are two major things that customers report as being important to them. That’s what makes internet ordering so popular. But if you sell face-to-face with your customers, you need to focus on the “ease” part I mentioned, and ask yourself “how much at ease” are my customers when they buy from me?
As a case in point, a friend of mine stopped shopping at a very convenient grocery store. She passed this store every day on her way home from work and often stopped to pick something up for dinner. But she usually left feeling like she’d been an inconvenience to the people who worked there. The cashiers were often sullen. Their greetings to customers came across as automated, yet they joked around with each other. Sometimes they walked slowly off to find a price code and came back five minutes later . . . while she waited in line. She started calling it the Bad Attitude Grocery Store, or “BAGS” for short. Finally, the bad experiences made her dread stopping at that grocery store, so she drove three miles out of her way to a different store. Turns out the selection is better (who knew?) and she doesn’t have to put up with grumpy people at the end of each work day.
Don’t create bad shopping memories for your customers. Its not enough to teach your employees to parrot customer service lines such as “did you find everything you need?” or “hello, how are you?” especially if its obvious that they don’t mean it. Put your customers at ease with genuine friendliness. Treat others the way you would like to be treated and drop the phony baloney.
If you serve up a good customer experience, you will create a favorable memory that can be the basis of a long-term relationship. A positive experience increases the likelihood of re-purchase and positive word of mouth, the two things that directly impact your bottom line.Labels: customer service, Generating Word of Mouth Advertising (WOMAD), marketing strategy
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Generating Word of Mouth Advertising (WOMAD)
- Thursday, March 13, 2008
by Sue Huff WOMAD is a term used to describe voluntary comments (solicited and unsolicited) about your products, services, company and/or organization. Word-Of-Mouth is typically more effective than traditional advertising since people are prone to believe friends, family, and colleagues’ comments over paid advertising.
Write down 3 things that make your company or organization worth talking about today.
Exceptional Service, Products, or Company Policies generate WOMAD. You must stand out; you must treat customers better than your competition in all respects in order to expect WOMAD. You must exceed their expectations.
Customers don’t generally complain unless their expectations of your company, product and/or service have NOT been met. They will talk to gain control over the situation, to find out if others have been treated the same way and to get sympathy from others.
Tip: Make sure you have policies and procedures in place to deal with a customer’s complaint.
To create positive WOMAD, you must:
Step Out – Know what you stand for.
Stand Out – What do you do different?
Speak Out – What can people say about you that is negative and positive?
Ask yourself what you can do better, what can you do more of and how can you create a memorable experience for your customer.
Review the three things you wrote down that make your company worth talking about. Are they strong enough to create WOMAD? What do you need to change or implement?
Interested in learning more? Write your question or contact E. Sue Huff & Associates to schedule an informative WOMAD seminar for your organization or business. Labels: Generating Word of Mouth Advertising (WOMAD)
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