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So you want to be a company that "Wow's" your customers?
Published on by CS3 Technology in Blog Posts

 

As a devoted student of Jeffery Gitomer, a leading sales and business coach, I think it is fitting this month that I give you a recap of my favorite article of his. All of us want to own or work for a company that is set apart from the competition. These simple elements, adopted by leadership and employees can turn any business into a WOW company. Everyone is friendly. It seems too simple to just say, “Everyone needs to be friendly.” What it really means is there is good enough morale inside the company to make friendly possible. If attitudes are down, friendly is impossible. For the past decade I have proclaimed, “It costs no extra money to be friendly.” Everyone is helpful. Here’s the help strategy that will work 100% of the time: “Tell me what you can do, not what you can’t do.” Every time you tell a customer what you can’t do, it drives them closer to the competition. It’s important to understand that just because you can’t do it doesn't’t mean they no longer need it. Everyone is available. If someone is on a call, someone else helps the customer. No one in your company should be too busy to help a customer. Having a voicemail message that says, “Your call is important to me” is an oxymoron. If it’s so darn important, pick up the phone! Ease of doing business. 24-7-365 is the new 9-5. The easier it is to do business with you, the more of your customer’s available dollars you will gain. Please don’t take my word for it, just ask Barnes & Noble about Amazon. Amazon has taken over the book world (and the product world) because they made it easy to do business: Click. Buy! Delivery beyond expectation. Whatever you promise for delivery, you must exceed the promise. Fast delivery is no longer an option; it’s an expectation. Call ahead to warn of backorder. It never ceases to amaze me that companies will still backorder without prior notification. Backorders with no proactive communication makes your customers angry – angry enough to leave you and shop someplace else, like Amazon, where they tell you in advance whether it is in stock or not and email you the status of your order. Getting customers leads and referrals. This may come as a shocker, but customers don’t want to buy your stuff, they want to sell their stuff. Giving them business will help you earn theirs. It sounds simple, but it is not easy. It requires knowing them better and knowing their marketplace better. But once you do it, they will never stop talking about it, EVER. Value messages to help THEM. One value message per day (something that will help, improve, or inspire your customers) will breed loyalty, not just WOW. Tweet, blog, or your choice of social media….get your messages out. All things proactive. I never have to worry about servicing my car. The dealer calls me when its time. I never have to worry about servicing my copy machine…they just shows up. My dentist tells me when it’s time to have my teeth cleaned. Maybe that’s why I’ve been a loyal customer for the past ten years or more to each of these companies, price notwithstanding. Jeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or you can email him personally at salesman@gitomer.com. Sheri Blaho VP Sales & Marketing

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