If you’re a large business, then of course, that might mean that you have to have a CRM program.If you’re a smaller business, it may mean that you can get to know your core customers by first name.And if you also know a little bit about them, where they work or what they do for a living and how many kids they have, you are cooking with gas.
I tell the story quite often about a café in Sydney run by a gentleman in his 60s, called Alf. He is one of the most personable people you could ever hope to meet and within the second visit to his coffee shop, it doesn’t matter whether you were just having scones and jam with a coffee or whether you are having a three-course meal, he knows your name, he knows what you do for a living, he knows your family details, how many children you have, where you live, and what car you drive.
He is just a wonderful guy.And he doesn’t get you to fill out a form and tell you all of that.He will just come by the table, shake your hand and introduce himself to you and ask you about yourself.Let’s face it, all of us like talking about ourselves.
In that few minutes, he has found out a whole host of details about you, and then you are blown away when you walk through his café door in another week’s time and he yells out, “Hi John! How are you? How’s Gael and how’s the six kids?”I just could not believe that he could remember all of the information that he had asked me on the first week.
Now, of course, what do you want to do then?You want to take your family along and prove to them that you’re someone important, Alf knows who you are and you don’t even have to tell him what coffee you are going to order because he knows that you enjoy a long black. And he knows that it’s a double-shot long black.
And when you take work colleagues or clients along to that café, you get a real kick out of the fact that he comes up to the table, pats you on the back and shakes your hand and says, “Hi John, how are you? Who’s your guest?”
Another restaurant in Sydney, a Chinese restaurant called the Peacock Gardens at Crows Nest is also very impressive when it comes to “wow customer service.”
They have the same philosophy as Alf.
They know your name and all of your details within two visits.Then the next time you go in, if you’re there with business guests, it’s just a real buzz because you’re treated like the restaurant’s most important guests! Imagine the buzz one gets when each waiter knows you by name – in front of business associates. I’m using hospitality businesses as examples because they’re easy, but the same principle will work for any business.
It doesn’t matter whether you’re a courier company,a butcher, a poolcleaner or physiotherapist.
Get to know your clients – and “wow” them with personal greetings. Even keep a spreadsheet handy if you have to. Add “personal touches” to your client liaison and watch what happens!
Your client loyalty will go through the roof and your customers will come back over and over again regardless of the price you’re charging.