I had the wonderful privilege of visiting the corporate headquarters of Chick-fil-A yesterday. As we all know, this company, from top to bottom, sets the bar for exceptional customer service. It was both an honor and overwhelming to take in all the wisdom that was shared regarding their philosophy on honoring others and providing excellent client service. Each philosophy was steeped in spiritual nuggets and life truths.
Transferring all that wisdom and knowledge into another business model can be challenging, however, it is absolutely
necessary if you want to grow your business/organization and differentiate yourself in the marketplace. If your entity is struggling to grow, take a look at how you and your staff provide service to visitors and clients.
It is easy to think that if you have a great product or service, client service is not very important. This is unequivocally wrong. I have seen many small business owners think that because they have a great service they can be rude or not take good care of their clients. Having a great product, service or worship experience may create a satisfied client or member, but it will not guarantee a raving fan.
According to the NY Times, did you know that 83% of satisfied customers will not tell others about your service or product. This is not a raving fan. A raving fan will pay full price for your service and then run and tell others about it. How many of your clients and customers are doing that?
Raving fans directly affect the bottom line of an organization. If you are not systematically finding ways to create them, you are leaving money and resources on the table. This is not an easy process. It requires you and your staff to go above and beyond . . .every single time. It requires you to see your business/organization from the eyes and needs of the client or customer. It is also critical to create emotional connections and know the real needs of your clients. In addition, creating raving fans is more than great customer service, it is providing the client/customer/member with more than they expected.
What is that one thing that could differentiate your business and service? Something that shows you have gone above and beyond their expectations?
If you are not creating raving fans or providing exceptional client service, please allow me to help you implement this in your marketing strategy. Contact me and let me help you connect the dots