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Posts by mhoffman
The story. Every business has them. You know what I am talking about. The story about an unusual experience a customer had, over the top customer service, out of the box thinking that solved a customers problem.
I called my dry cleaner to see if they could stay open an extra 15 minutes as I was running late but needed to pack for a business trip. The clerk couldn’t accommodate me but later that evening, the owner showed up at my door with my order in hand. What made this more amazing is that the address on the ticket was our home but we were under construction and were living in a rental. Yet somehow the owner tracked us down. (Thanks Mark at Park Sheridan).
The challenge facing every business owner, where a SOHO or a large enterprise, is to turn their most loyal customers into promoters, those people who will eagerly spread the word.
Here are 3 steps to turn this love into profits. (Note this article was inspired by Bain’s Insights.)
Doctor, Baker, Cabinet Maker: Sounds like different jobs but actually they’re all the same. It used to be enough to be the best car repairman, the finest physician, the most talented baker to be successful.
With the explosion in review sites such as Yelp!, Health Grades, Google Reviews what your customers/patients say about you is as important as the actual service you provide. How many of you check out a hotel on TripAdviser before booking your trip? How often do you read product reviews on Amazon before making a purchase? HealthGrades multi-million dollar ad campaign is changing the way people search for physicians.
It’s all about customer service and I have to be honest- I like the shift. I like the ATT tech who gives me his cell number- and actually answers it. I appreciate the physician who provides free wifi to make the wait more productive. And I value the personal phone call from a Bloomingdale rep letting me know my favorite makeup is on sale.
“ We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. ~ Jeff Bezos
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