How Some Really Tiny Gestures Can Lead To Massive Customer Satisfaction!
When is the last time you’ve had, (or someone) you really respect, told you about an extremely bad experience they had with a particular company?
Large or small? Does any thing (and or) any particular company, on or offline readily come to mind?
Because what’s amazing, is that often it really takes some relatively inexpensive (good faith) gestures, in order to generate and create some truly massive customer satisfaction!
Have you noticed that too? Typically, whenever there’s any type of dispute with a company and or service provider, as long as someone in the upper echelon of the company, reaches out to the temporarily disgruntled customer/client within a reasonable amount of time.
Preferably within the first 72 hours or less, and they show some true empathy and listen to the full complaint.
Typically, the company in question can fully resolve the issue, without digging to deep into their cash flow. And by doing so, that consumer, is far more likely, to not only stick around longer!But begin recommending the business to others!
And positively talking them up on social media as well.
How’s that for a nice twist of fate.The remainder of this post will illustrate at least two rather inexpensive ways, some extremely savvy entrepreneurs, routinely go about building massive customer satisfaction, for literally pennies on the dollar!
So How Do Extremely Savvy Entrepreneurs Systematically Go About Building Massive Customer Satisfaction For Literally Pennies On The Dollar?
This first example of companies inexpensively generating massive customer satisfaction, is a text book example of how even really big companies, sometimes get it right. You tell me, (if this real world) example, had actually happened to you, if this company would continue to get your continued positive word of mouth and mouse support!
And if you’d immediately take to social media and tell all of your immediate circle of influence, the way this particular customer did, after they experienced this particular interaction.
A rather large (and nameless 😎 ), yet extremely popular fast food outlet, had a customer order from their drive through and upon receiving and paying for their (special details) order. The customer quickly pulled off to the side of the parking lot, only to quickly to discover the cashier (or somebody inside) had got part of their order wrong.Here we go! 😎
And much to their shock and amazement, an extremely alert worker was on their way over to their car!(Within a minute or less!)
The customer satisfaction orientated employee readily acknowledged and apologized for their error and had the correct order with them!The employee then asked, if they were headed to work and wanted to know if the customer wanted the botched order, in order to give it to a co-worker or a friend, courtesy of the vendor!
Just their way of saying “thanks for shopping here!” And please do come again!Entrepreneur, would that extremely small gesture of goodwill work for you? And would you (just like this particular customer did), proceed to spread this companies praises high and low?
The Seeds Of Massive Customer Satisfaction Are Often Only One Tiny Gesture Or Two Away!
Do you think this company (or you or I), could ever create any type of traditional advertising message of any kind, (on or offline) that would ever come close to being that compelling!
Now then, how about this next example of “how” an extremely savvy company, that routinely offers, “Take no prisoners” type of customer service, can easily generate some serious long term goodwill, both on and offline for literally pennies on the dollar!
Let’s take one of the major glamour hotel/motel chains, where their top end frequent customers routinely spends $500 dollars a night and up, for their specific type of hospitality .
When the customer is filling out their forms online, why not ask them to name their three favorite movies? And ask “which” if any, are their three favorite physical newspaper/magazines to read.
And guess what? When they arrive for their stay, at least one of their movies they mentioned, will be left on the bed in a CD case, with instructions to pop it in and enjoy, compliments of the hotel!
Which chain do you think they’ll try to book with first on their next trip? And more importantly, which hotel/motel chain do you think they’ll recommend first, to their friends, colleagues and relatives, going forward?
And again, do you really think some outrageously expensive (Madison Avenue) type of ad campaign, will ever convey that type of first rate customer service?
So hopefully, you can see and are starting to appreciate, “how” companies of all sizes, (but especially cash starved small business owners and or service providers), can routinely generate some massive customer satisfaction! For literally pennies on the dollar!Any questions?
That’s why you ask for their three favorites, just in case, their first two choices aren’t currently available from the local source they happen to get the movies from!
And they’ll also find at least one of the physical newspaper/magazines they mentioned, on the bed too!
Now as is customary during this part of our show.
Please share your extremely valuable comments (in the comments section below) that you can apply to your business, product or service in the next 30 days or less!
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