Why Not?
During the past week I was discussing with a client the benefits of anticipating problems and going the extra mile. My point was not to wait for problems to happen but realise that something could go wrong so deal with it now and not later. As the saying goes Prevention is better than cure.
The client didn't realise at first the benifits of acting before a problem arose but said things like "if the customer doesn't complain" or "they look ok" but I soon explained that the fabulous thing about the general public is that they don't complain at the time but either send an email or just never come back.
If instead of waiting for a problem I explained that stepping in early with a nice gesture on the house can defuse most potential issues. The point was raised that the customer might not of complained and they would of receive something free for no reason so why should he do it. My answer was "Why not?"
Why not? Simple really, by anticipating a problem before it happens and offering a gesture you will help smooth things out with the customer. If there wasn't a problem, then the customer has just been shown how important they are to you, they receive a gift on the house (and who doesn't like gifts) and you can start building up a nice rapport with them. We all know that the more relationships you build with customers the more loyalty there is and the busier the business becomes.
Just so you know these "gifts" don't always have to be expensive, a simple gesture is all it takes, a bowl of olives, fresh bread, a glass of wine, dessert, coffee or even a smile and a chat. Just keep thinking why should I do something to make the customer happy and the answer should always be "Why not?"
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