It’s tough to stand out in a sea of companies, especially with competitors who have more money and resources. But one thing that always wins the hearts and minds of clients – It’s when you really care.
Customer Service is Marketing!
One of the best examples of this was highlighted by Terry O’Reilly of Under the Influence in his Tales of Customer Service episode.
“It’s 1 a.m. and it’s freezing in New York City.
A father and his kids are camped out in front of the Radio City Music Hall, hoping to get wristbands for the NFL Draft.
But the ticket window won’t open for another five hours.
Suddenly, a taxi pulls up, doorman jumps out, drapes the family in blankets, hands them all cups of hot chocolate, then speeds off.
As AdWeek Magazine notes, it wasn’t an act of random kindness, it was caring customer service. The family had checked into the Ritz-Carlton before heading out to Radio City, and the night manager there just wanted to make sure they were comfortable as they waited in the cold – even though they were on a sidewalk four miles from the hotel.
The Ritz-Carlton is a smart company, and they know exceeding customer expectations can’t just be a marketing campaign, it has to be an operating platform.”
How can you create that level of connection with your clients?
- Start by looking at all of your client touch points.
- Create a WOW experience whenever there is an interaction point between the client and your company.
- Look for ways to put a smile on your clients’ faces.
- Celebrate successes and reward your employees for caring.
- Repeat steps 1-4 daily!