Five Ways to WOW Your Client
By Habiba Abubakar
Running a business is about providing goods and services to human beings. Their experience with you can make the difference between a good day, a terrible day, a nothing-special day, and a "WOW" day for them. Wouldn't you like to be the reason a client's day changes from boring to "WOW?"
The benefits of this approach are good for everyone
involved. Your client will be satisfied with your service
and will therefore come back to you for repeat business. By
making a great impression and exceeding expectations, you
have a better chance of establishing a long-term
relationship with this client, and increasing your sales.
Also, you'll be strategizing your unique positioning in the
marketplace by making your business stand out from the rest.
If you take the time to do something unusual and special,
the client will think of you again next time.
There are many ways you can "WOW" your client, but here are
five of them:
1. Remember Diary Dates
Use your database to make note of each client's birthday,
wedding anniversary, their children's birthdays, religious
celebrations and any other important dates in their life.
Send a reduced-rate offer or gift voucher (to use next time
they need your service) and a card to them on that day. This
gesture shows your interest in a long-term relationship, not
just a quick sale.
2. Offer Unique Free Extras
Think of something uncommon that is not offered in your
industry. Give this to your clients for free. It should be
something fun and something that makes them talk about you
all over town. For example, if you're a dentist, you may
offer a $300 voucher to your clients on the third
anniversary of the day they became your client. This should
entitle the client to a free dental service or dental
product (up to the value of $300) from you. The client
should be able to spend the voucher however they wish.
3. Turn Complaints Around
Your clients won't always be happy, but you can save their
patronage by resolving their problem quickly and to their
benefit. For example, if you own a restaurant and a guest is
unhappy with their food, offer a free meal before they even
asks. If you take care of the situation quickly and
effectively, they'll be back again.
4. Reward Referrals In A Big Way
Most small business owners simply send a thank you card to
the client that sends them a referral. That's okay if you
want to be like every other business. To set your business
apart from the "thank you card givers," you can include a
gift with the card. Concert tickets are fine, but a gift
that enhances the client's way of life will probably be more
appreciated. For example, if your client is an attorney, you
may get them a free pass to an educational seminar.
Rewarding your clients for a referral will ensure that they
repeat the gesture in future.
5. Go The Extra Mile
By this, I'm referring to spontaneous acts of kindness.
Demonstrate that you're willing to extend yourself beyond
typical boundaries of time and resources to meet the needs
of your clients. Does your client have a request you don't
normally accommodate, but that is easily doable and not
time-consuming? Say you'd be happy to do that for them, and
pool your abilities and resources to get that service for
the client. For example, say you own a single-outlet fashion
shop, and a customer asks whether you have a certain garment
in red. Let's assume you never stock that particular garment
in red. There are two "WOW" things you can do here. Your
customer will certainly appreciate it if you either put in a
special order to get the red color in for her, or you direct
her to another fashion shop to buy it there. This is a small
gesture but you'll be surprised how many fashion shop reps
would say: "Sorry we don't stock it, is there anything else
I can help you with?"
When you pay attention to your clients and demonstrate that
you care about their experience with you as much as the
bottom line, they will remember you and return. If you treat
your clients as faceless numbers and don't convey your
appreciation for their patronage, nothing stops them from
trying somewhere else! Countless businesses are waiting to
step in your shoes, so make sure you do your best to exceed
client expectations. If you add the "WOW Factor" to what you
offer your clients, they'll do business with you repeatedly.
They'll become your raving fans, and will talk about you to
their family and friends.
Making a strong impression that you care about your client's
satisfaction will encourage referrals and make your profits
soar.
About The Author
Copyright © 2005 by Habiba Abubakar and Emprez. All rights
reserved. Habiba Abubakar, a.k.a. The Profit Diva,
specializes in helping small business owners who are
struggling to increase their client base and are tired of
earning mediocre profits. Her FREE business-building
newsletter covers proven, low-cost, and immediately usable
marketing strategies. Sign up for your copy at
http://www.profitdiva.com.