The title of this post may seem a contradiction, but it is not. If you deal with customers or clients, you are probably very excited/happy every time you make a sale. It is the natural reaction; however, do you go the extra mile to deliver the same happiness and excitement to your customer/client? I hope you do. Once it is time to deliver the goods, do you take care of the presentation? Do you give something extra to the customer/client or do you deliver just what he/she paid for when the order was placed?
Going the extra mile for a client/customer is important to your business/brand whether you sell products, services, or entertainment. It is what the client perceives at the other end when he/she receives the goods that will determine repeat sales, and “word of mouth.” One of my retail customers emailed with this comment – “Love it! Just opening the package was a fun experience. Thank you!” I don’t have to tell you that this made my day, because having that praise from a customer meant that my efforts to show that I care, were perceived. It was perceived in the delivery of the goods, the product, and even in the package presentation.
What things can you do to wow your customers/clients? There are a few that I practice all the time.
- Answer emails promptly.
- Ship/deliver the goods as soon as possible.
- Never overcharge a client (including the shipping charges).
- If shipping happens to be a bit less than quoted, refund the difference.
- Present your brand in a consistent manner.
- Wrap the item in an attractive and safe way.
- Presentation of the goods should be beautiful and neat.
- Include a little extra as a thank you gift or a coupon for next purchase or both.
- Always thank the customer, whether with a thank you note or a quick email. I prefer a pretty thank you note.
- Let the customer know that you have shipped the goods and provide a tracking number or any other pertinent information.
- Follow up with the customer/client when he/she emails you back.
These things are simple to do and tell the customer/client that he/she is appreciated and in good hands in the future. They should become second nature to you as you keep practicing them. There are many other ways in which you can give to your clients. It is a matter of using your imagination and enjoying the process.
I hope this post was of help whether you sell goods, services, or words.