We’re all customers at some time during our day. Whether we’re buying groceries, on the phone with a utility or credit card company, or in a department store, we all know and experience the feeling of frustration when we’re ignored. So why would YOU do that to someone else? Why? Why? Why?
My point should hit home when you realize that everyone you ever meet knows at least 250 other people somewhere. And that’s probably the bare minimum. I learned this from a funeral home director who once told me that 250 was the number of remembrance cards they would print up for a deceased person. That represented the average number of people who would come to pay their respects. Think of that for a moment: the pulling power, the influence, the impact a single person had on 250 other people he knew, all of them coming to pay their respects. And they, in turn, each know 250 people of their own.
The message here is that you can’t afford to jeopardize even a single customer or client because of the influence each person has on 250 other people. They will remember how you treated them and will tell everyone they know. If it’s a bad impression or experience, it will spread like a contagious disease with your name on it. I call this Girard’s Law of 250. The image others have of you when you stay in touch with them in a personal and caring way is what counts. That’s how lasting success is achieved.
WRITE THESE THINGS DOWN NOW:
- Return all customer phone calls, e-mails, and faxes promptly. If you don’t, that’s a good way to burn a bridge. In my book, promptly means as soon as possible—as soon as you can get the answer to their question. Get it done right away. Make it an urgent matter, even if it isn’t—not two or three days from now or when it’s convenient for you. The customer will immediately sense how you respond to them. They’re always testing how you value them. Never let them down. Stay in touch and respond promptly.
- Never be late or break an appointment without first rescheduling. Whether it’s a meeting or a phone call, always be on time. Let the customer know their call or appointment is the most important thing in the world to you at that moment. Demonstrate it with action!
- Give you customers something they’re not expecting. A little something extra, something that says you really care about them. Be thoughtful. Trust me: they will remember. Almost three quarters of my customers were repeat business. I loved them and they knew it. In return they made me number one.
Even though your particular line of work may be different than mine, the basics will always remain the same. Stay in touch with your customers, clients, or patients on a regular basis, and do the little things well.
Photo Credits – Team Members