Details Make Customers Coming Back
I had this boss who came from the military. Although he has retired from the service, of course, he brought with him some of the things that he had been practicing. One of these was his penchant for details. He would often remind everyone that ‘the devil is in the detail.’ At first we abhorred this thinking because we felt that he was a micromanager; but no sooner did we realized that indeed, if we do not pay attention to details, they may result to embarrassment or utter failure.
I have left the company and that boss of mine for bigger things. Now, I am involved with a bigger company still doing marketing stuff. A lot have changed since then but one thing is for sure: I still pay full attention to details.
Often, it is the little details that customers recall more than the product or the service they bought. Those details are a significant part of customer’s experience. Here are some ways to ensure that you give your customers an experience they would never forget:
Thoughtfulness
I always check in a quaint bed and breakfast. There is nothing fancy with the lodging. The rooms are modest but I and my hubby keep going back there. Why? Because the owner and his employees are trained to notice, and when appropriate, act on the minutest information that they observe or discover about their guests. For instance, there was this one time when my hubby booked us a room to spend the weekend because it was my birthday. The owner made it a point to exert extra effort to ensure that I have an unforgettable experience. Rose petals were strewn all over our bed with a birthday greeting card from all the staff. A birthday breakfast was prepared with a matching birthday cake – even if it is breakfast. To show my gratitude to the owners and staff, I always carry with me their brochure printing to give away to friends and relatives.
Acknowledgement
Acknowledging every customer by name adds a personal touch to your business. It makes guests feel important, particularly if you are into the service business. A coffee shop waiter would always greet me by my first name upon seeing me enter the shop and escort me to my favorite place and politely ask me if I would have the same cup of coffee which I really love. He would prepare my latte meticulously and return to my table with my favorite newspaper neatly folded on hand. I must admit that the latte is no different from the coffee shop in the next corner. In fact their brochure printing is even better (from a marketing point of view). But I go there because of these little extra details.
Always remember that there is nothing more flattering than receiving a warm, friendly greeting by name when walking into a place of business.
Appreciation
What do you do to show your customers, your clients, or your patients that you appreciate them? Well, you can make them feel special by giving them a special customer’s discount for a particular day. Or you can invite your loyal customers to an invitation-only event for one evening and give them an additional service or discount. What you want to do is to make them feel important and that they are appreciated.
Always be sure to let them know that you are extending this extra to them because they are a valued customer and you want to show them that you appreciate them. You can do this by printing brochure templates for these special customers day.
In closing, always remember that the little details are what keep a customer coming back for more.
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