1. Make sure our product/service is being delivered with consistency. You need to give people what they expect.
2. Add some low cost, high perceived value touches to our delivery process i.e. a phone call after each delivery. This makes the difference between satisfying your clients and delighting them.
3. Ask your clients what they would like to see added to your range of products. Don’t be afraid of what your clients have to say. They know what they want, and if you ask they will tell you.
Give it to them. (Sounds obvious, but seldom done…)
4. Looks for ways to get them talking about you. Paddi Lund is a dentist in Brisbane. In his reception area, he has a cappuccino machine, not just your ordinary home job, but a full blown brass machine, with the pull down handles and all the gizmo’s.
5. When asked why he chose such an elaborate machine, Paddi responded, “In my back room, I have a $200,000 x-ray machine. In reception I have a $10,000 coffee machine. Nobody talks about my x-ray machine, but everyone talks about my coffee machine.”
6. Keep innovating. Chocolates on the pillow in your hotel room used to be a surprise, now it’s expected. You always need to be thinking of new ways to WOW your customers. That way, you won’t even have to worry about the competition.
Follow these simple steps, and watch the quality and quantity of clients soar through the roof.
