1. COURT YOUR CUSTOMERS
By Jeri Mae Rowley
Roses are red. Violets are blue.
If you donʻt court customers . . . theyʻll find someone new.
Attracting, Delighting, and Retaining Customers Is Like Courtship
MAKE A GOOD FIRST IMPRESSION BE GRATEFUL
Like speed dating, there’s plenty of Let customers know how much you
competition for the customers’ appreciate the opportunity to serve
attention. You only have a short time them. Say “thank you” often in words
to make a good first impression and action.
before the “bell rings” and they’re off
to see what someone else has to offer. APOLOGIZE SOON & SINCERELY
When your customer is unhappy, say
LISTEN
“I am so sorry” (even when it is not
Show how much you care by giving your fault.) Tell your customer what
the customer your undivided you will personally do right now
attention. Listen with your ears, your about their complaints and concerns.
eyes, and your heart.
STAY COMMITTED
BE HAPPY TO SERVE
Serving customers is emotional labor.
You choose your attitude. People Create opportunities to renew your
with a positive attitude attract enthusiasm and reenergize your
customers. A negative attitude repels customer focus.
your customers (and coworkers!)
BE TRUSTWORTHY BE OPEN TO HONEST COMMUNICATIONS
All relationships are built on trust. Your customers’ expectations are
Only make promises that you will constantly changing. Make it easy for
keep. Or—better yet—over deliver on your customers to tell you what they
every promise you make. want, how they feel, what makes them
happy—and what does not.
Jeri Mae Rowley—Speaker, Master Trainer, and Saddle
Maker's Daughter—would be absolutely delighted
if you shared copies of this resource with others.
2013 © www.jerimaerowley.com