Today's post will be a little different than most of our posts, since we usually link to another article. Today we are going to start out with a quote and give two examples of making customers feel special. Here's the quote:
People will forget
what you said, people will forget what you did, but people will never forget how
you made them feel."
Now for two examples of putting this quote into practice.
“I was in a
Cricket telephone store with my brother last week. He was getting a new cell
phone when his old one got lost when it fell out of his pocket on the bus. He
didn’t mention this to the store owner until after he had paid for the new
phone. The store owner reached over to a display rack, took down a plastic cell
phone holster and told him that maybe that would help. No charge. A very
inexpensive way to make a customer feel special.”
I was on vacation in Florida for the last two weeks and one restaurant we have visited almost every year for the past fourteen years is Johny Leverock's Seafood House in Placida Florida. The food and service is always excellent, it has a great view of a marina, and it is locally owned. We were in a fairly large group of family and friends when we visited them one evening for dinner, but there was a very large group that arrived just before us and the service was slower than usual.
Here is how the waitress made our group feel special. She brought us two free appetizers after taking our orders, without us even requesting them. The two orders of crab cakes were excellent (we'd never tried them there before) and it made the wait much more tolerable. She turned what could have been hungry and cranky customers into very satisfied customers and our friends who had never eaten there were very impressed.
So do you have an example of ways some business has made you feel special or perhaps something you have used in your business to salvage a bad situation or make a customer feel special?