Worth It

I’m in Nevada this week for the DSA’s Be Connected conference. I got in a day early because of client meetings, and so had a quiet morning to myself (a rare treat.) After spending some time catching up on work, I wandered down to the hotel restaurant for some breakfast. I don’t normally go to the restaurant for breakfast, choosing instead to pack my own oatmeal, protein powder, dried fruit and nuts to save money and calories. But I wanted to get out of my room and explore the hotel a bit, so I decided to have breakfast in the restaurant.

When I arrived, they asked for my last name at the front desk. I figured it was because if I wanted to bill my breakfast to my room, they could verify it was me. No problem. But then when I sat down, the waiter immediately greeted me as “Ms. Fong,” and used my name throughout the service. A very nice personal touch that made me feel welcome.

The breakfast was made with simple ingredients, but they were fresh and delicious. Extremely well prepared. The view was beautiful and the room peaceful. My coffee cup was kept filled. And as I was presented with the bill, the waiter (calling me by name again) told me that if I’d like to take a cup of coffee to go, I should just let him know. Good service.

Even though I normally balk at paying $13 for eggs, I caught myself thinking that this breakfast was worth it. And I have never thought that about an overpriced hotel breakfast before. But the service was exceptional and personalized, and the food was good. I felt like I got good value.

And it got me to thinking about our businesses, and how we can leave people thinking they got their money’s worth, no matter the cost.

This is, of course, where the independent consultant comes in. Because you have the opportunity with every customer, every day, to give that personal level of service that they simply cannot get in a big box store. You make them feel “high end.”

So how do you do it? Here are some tips to get you started:

  • Call each guest by name at the party. Use whatever memory technique you need to so that you remember everyone’s name.
  • Call each guest once they’ve received their order to make sure they are satisfied, and to find out if they have any questions.
  • Write thank you cards.
  • Offer little “extras” when people shop with you. One of my favorite consultants always sends me a little something extra when I place an order with her…a product sample, something new to try. She has taken the time to understand the scents I like, my skin type, etc, and she keeps track of it. Now when I call her with my order, I tell her to just add one more product to the order to surprise me. Because I know she knows what I love, and she takes care of me.

Imagine that you work at a high end department store. What would you do for guests? Extend that same level of service to your clients. It will make a big difference in your reorder and referral business.

And every customer will walk away from their experience with you knowing that it was worth it.

Your thoughts?

10 Responses to Worth It
  1. Brenneth
    December 23, 2011 | 8:40 am

    Customer Service is the first and foremost a business should focus. We should know how to value them, because without them our business will be nothing.
    Brenneth recently posted..My Arowana Is Not Eating No Matter What I Do !!!

  2. Jeff Aronson
    December 15, 2011 | 5:07 am

    Couldn’t agree with you more! And yet it’s such a simple thing. The same thing applies to customer service. If they resolve your issue that’s great. But when you’re treated like the most important call of the day, you hang up with a smile. (I have to give a shout-out to the tremendous support folks at Dish Network. I have never been disappointed when I call with a problem.

    Great post.

  3. John
    December 14, 2011 | 9:03 am

    great article

  4. Rochelle
    December 13, 2011 | 8:43 am

    I have waited for an hour for my favorite restaurant however, I was with friends and the time flew by. Now? With two little ones, I can’t wait more than 10 minutes.
    I also won’t wait too long in a drive thru. I will back and leave, there are far too many other choices.
    Rochelle recently posted..PPI

  5. Catherine
    December 9, 2011 | 8:33 am

    Thanks for sharing this great article! Making your customers and prospects feel special or important and providing them with a positive experience is essential to repeat business. It’s far easier to keep a customer, than to find a new one.
    Catherine recently posted..online investments

  6. Pat Zahn
    December 7, 2011 | 10:46 am

    I SO value service and don’t mind paying for it, so I try to give that same service to my customers. One of the things I make sure of is that I followup with customers who receive a direct ship order to make sure they got it and to add ME into the equation – when I started it wasn’t an option so it feels weird sometimes.
    Pat Zahn recently posted..Direct Sales Recruiting – I Don’t Want to be Pushy

  7. Christyne Richardson
    December 7, 2011 | 8:15 am

    Very well written and SO true!! The only thing I haven’t done yet is to call each of my clients after they receive their product. I’m making THAT one of my new year’s resolutions.
    Christyne Richardson recently posted..It’s Wednesday! That must mean STAMPIN’ QUEENS!

  8. Melody
    December 6, 2011 | 5:36 pm

    Great article Jennifer! Remembering and using someone’s name is always important, at a party or other face to face event, on the phone and in emails. Making your customers and prospects feel special or important and providing them with a positive experience is essential to repeat business. It’s far easier to keep a customer, than to find a new one.
    Melody recently posted..Travel Sizes Menthol Camphor Ointment and Petro Carbo Salve Discontinued

  9. Carleen
    December 6, 2011 | 2:20 pm

    Lovely post, as usual. 🙂
    I am SO glad “my” town is treating you well.
    Hmmmm Any chance you’ll have time to visit with me if I head that way? My cell # is at my website home tab and I love to text.

    ~~carleen

    • Jennifer Fong
      December 6, 2011 | 7:11 pm

      Awww, wish I could Carleen but I am going into meetings pretty much nonstop for the rest of this trip. Perhaps another time!

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