Customer Appreciation: Making “OPW” Your Top Priority
Thursday, May 14, 2009 at 10:45AM by LeeAnn McVey
Customer appreciation ranks as the number one reason customers stay with a particular salesperson or distributor. Interestingly enough, in the traditional work place, it is also the number one motivator among employees. Feeling like an employee is a part of the decision making process and employer’s having an understanding attitude rank numbers 2 and 3. But notice the number one factor…..appreciation.
Building Customer Value
Showing appreciation while building customer value and loyalty should be no different than the employer/employee relationship. But like most good things, the term ‘customer appreciation’ has been thrown around so often that it seems to have lost its true meaning along the way. Let’s face it; from restaurants to banks, they all tend to host special “Customer Appreciation Days.”
What is key to building a healthy customer relationship is making that person feel like they are the ‘only person in the world’ or your OPW, as Barbara Silva, Author, Educator and Certified Coach, calls it in her book Romancing the Sale. By doing so you are serving customers who are destined to become friends.
Customer Experience Strategy: Have a Plan
In today's society with all the computer and smart phone technology that everyone uses, the personal touch seems to have been pushed by the wayside. It's providing that ‘OPW’ feeling that is going to separate the average business person from the exceptional business person. But exactly how can you provide a great customer experience and make that person feel like they are the only person in the world?
· Share some of your own flaws. People like to know that you are real. If you make a mistake, let them know how you made the mistake but show how you also provided a solution.
· Listen to them. People love to give you feedback. Make yourself available to your customers. Automation is well and good but they need to know they can get a hold of you and talk with a real person. If they have their own articles and blogs/websites, leave comments on them. You may even learn a thing or two from their content and strike up a joint venture with them.
· Deal with problems quickly and efficiently. No one enjoys conflict or irate customers, but look at uncomfortable issues with customers as a chance to learn and grow. This will also benefit you down the road and hopefully keep the same issue from happening again.
Always remember….
· Make them feel important. A quick handwritten thank you note or card just to express appreciation for choosing your business will go far with the person that purchased a product or service from you.
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Over the last 12 years since Lee Ann McVey left corporate America to stay home and raise her two sons, she has never stopped working from home. She loves to stay busy and has consistently contributed to the family income through her knowledge and use of the internet. Along her journey she found that she especially enjoys internet and affiliate marketing. Her business allows her to work when she wants and where she wants and her passion is to help others so that they may do the same.
Reader Comments (8)
Everyone wants to feel like they are the only person in the world even thought we know we aren't.
It's taking the customer relationship to a different and more rewarding level when you do your best to help them feel like they are OPW.
Usually the things we have to face with clients and customers are what we see in our selves which makes the whole thing more emotionally charged.
It's good to take a step back, put their shoes on, and look at the situation through their eyes and then do what you can to help them have a more positive customer experience.
LeeAnn, Well said.
The small things like the hand written thank you note. Having your phone number and email where it is readily found for contact purposes. A follow-up phone call to check on customer satisfaction.
When we learn to do these things well, there will be repeat business transactions and referrals. Relationship marketing really does make a difference.
If I asked you to think about the business sites you visit; either on or off the web, you can probably only think of a few that cater to the customer. But, I bet you remember what they do to make you feel special.
It's the same with business on the Internet even though we are not face to face. It's probably even more important to create an environment of support and appreciation here just because you can only share words.
I think successful business will come down to exactly how the customer feels about the relationship. Relationship building is time well spent.
Only Person in the World
Hi LeeAnn,
It's so true, making a person feel special and important is critical to a happy, returning customer. Making that person feel like they are OPW is the key to them remembering you and what you did for them and how you made them feel. This is the key to success, not how great your stuff is, but how great you made the individual person feel, while they were in your business or at your web site.
I love how you write that it's not important to come across as perfect, but as human, complete with flaws, mess ups, etc. It makes people better able to relate to us as "normal".
Thank you,
Michelle
Becoming Customer Driven
It hasn't been till recently that many network marketing businesses have become more people oriented than product oriented. This is because relationships were being allowed to grow and people were buying from those that served them best and that they trusted.
Customers needs change and if you take the time to know them and serve them you, as the business owner, is better able to adjust to meet their needs. Making them feel very very SPECIAL....
Customer service and customer complaints should always be seen as an opportunity to learn and improve. I know that I do business most with those who appreciate me and take care of me. In your article you point this out so beautifully LeeAnn.
Thank you for the reminder of what business is really all about.
The People we serve!!!!!
Treat the customer like you want to be treated--regardless.
BAD news travels fast and you don't want customers spreading negative stuff.--and it goes the other way too. when you make people feel special and treat them well, they will spread that around too.
LeeAnn,
You have seal the deal, when you speak of Customer Appreciation.
Just as everyone has said, The number one Priority is Customer, no matter how you try to turn the facet. The customer should always be the forefront or at the center of any business.
Thanks, LeeAnn
Donna Wells
Never Leave Your Customers Hanging
If you don't have happy customers, you won't have a business for long. Everyone needs to feel that they're important and this is especially true when owning a business.
I try to make it point to stop by shake hands maybe drop off some coffee and donuts to all my customers at least once a month and if I can't get to them for what ever reason I'll call to make sure everybody's happy with my service.
Let your customers know that there appreciated,do this and they'll be around for years to come. This one is extremely important, "Deal with problems quickly and efficiently".You want a sure way to lose a customer if you don't do this you will.Good stuff LeeAnn, I really enjoyed this article.