That Personal Touch

Ask anyone these days what is missing when it comes to the buying experience and the answer is unanimous, great customer service. From purchasing a car to a computer, chinchillas to Cheetos, unless you are so wealthy that the salesperson knows they are guaranteed a hefty bonus, most of us will not be treated like royalty. And let's face it, we all have to brave the elements and shop in those brick and mortar stores from time to time. So what does good or even great customer service have to do with the social media outlets you use for your business?

A Happy Customer Is A Returning Customer

My son's paternal grandfather used to say, one happy customer may tell one potential customer. But one unhappy customer WILL tell seven potential customers. And he was right. Humans are somehow programed to remember and repeat bad experiences and rarely good ones But with satisfied customers returning to a business ten times more than a dissatisfied customer, you have to ask yourself, am I providing a quality, exceptional visit each time a consumer chooses me? No company, not a single one, can afford to lose a dollar because a waiter didn't listen when the customer asked for more water, or the guest shows up to the bed and breakfast only to find out their room won't be ready for hours. It's up to you to leave a good lasting impression with your customer. So how does this affect your social media? Because the phone he/she has in their hands links them to the world wide web and they are telling Joe, Chad, and Aunt Betty what your display case, flowerbed, and earrings looked like. They are sharing every detail with someone. And that someone is a prospective buyer of your product or service. So it needs to be your mission to focus on making the person you are dealing with right now happy. They will be an excellent mouthpiece for you.

Going Over The Edge

You've heard the saying under promise and over deliver. But think back awhile. When was the last time you actually got that kind of treatment? When you did, you do remember it. It's what turns a memorable vacation, into an unforgettable vacation. Where the hotel didn't just put roses petals on the bed and leave chocolate and champagne, they arranged a 3 piece band to play your favorite song when you got up dance after dinner. The concierge told you to ask for a certain waitress at this restaurant because she was going to really take care of you. And there was a cabana near the pool reserved just for you. This is what sets you apart from your competition. This is what people share on #social #media.

Announce, Announce, Announce

Just like kids get notes sent home from school you have to keep your customers informed as to what is going on with your business. Set up reminders about upcoming sales. Let them know about a change in business hours. Remind them about holiday closures. Want to show off a product or service? Doing this once a week is a great way to tease your audience and get them excited about what you might have coming next. This is the way to keep them informed and interested.

When you started your company you were like a kid in a candy store, all giddy and ready to go. Now you just have to transfer that feeling to your customer. And you can do that with social media.