Comments on: Would Your Customers Do This For You?

By: asep

asep — Fri, 18 Feb 2011 08:08:03 +0000

I think it’s time you became a teacher to teach about the interaction with the consumer .. lol

By: smallbizbee

smallbizbee — Tue, 17 Nov 2009 03:41:54 +0000

@Mike
The little things really are the big things in business. And you’re right most businesses focus too much effort on new customer acquisitions, instead of keeping the ones they have happy.

Thanks for dropping by,

Matt

By: Mike

Mike — Tue, 17 Nov 2009 01:42:02 +0000

Great article. A lot of businesses spend quite a bit of time/money with strategies to bring in new customers, but they do little to retain them once the customers are at their doorstep.
The funny thing is that often times the little things (as you illustrated) is what keep the customers happy and these little things cost little to nothing to implement.
Simple changes can yield a nice return if one pays greater attention to details.

By: smallbizbee

smallbizbee — Wed, 11 Nov 2009 20:37:57 +0000

@Jack
And I think it’s highlighted even more when you are selling a “premium” type product, in your case luxury. At a $30/night budget motel I may not care as much if the housekeeper says hi to me, but at a $500/night place I sure as heck will notice if they snub me.

A couple cruise lines do this well. They post up employees on each floor of the cruise ship that are there to take care of “x” number of guests on that floor…most have standards to know each person’s name within the first 24 hours so that you are not only greeted, you’re greeted with “Good morning Matt”. That type of service sticks out, going above and beyond just saying hello, people remember it.

Matt

By: smallbizbee

smallbizbee — Wed, 11 Nov 2009 20:33:44 +0000

@George
The funny thing is, and I didn’t mention it in the post, is that I literally walk by Burrito Place A on my way to Burrito Place B. It’s not that I just don’t choose them, I make a conscious decision each time to give my business to the people that deserve it!

Matt

By: smallbizbee

smallbizbee — Wed, 11 Nov 2009 20:31:42 +0000

@Lyndit
Good examples…customer interaction, and customer service in general can be a great differentiators. It’s a must have ingredient if you are selling a commodity type product (food), or have stiff competition.

Thanks for coming by,

Matt

By: Jack Hayhow

Jack Hayhow — Tue, 10 Nov 2009 15:00:47 +0000

This is a great story and a great lesson. Years ago I worked in marketing for upscale hotel properties. The hotel buildings were magnificent and the amenities were luxurious. But none of that mattered as much as whether the housekeepers said hello to guests they passed in the hall. Human care and connection trumps everything.

By: George Angus

George Angus — Tue, 10 Nov 2009 14:59:55 +0000

Matt,

I love lessons like this. Shee-ya I’d walk the extra blocks. These are the kinds of folks that deserve our business, deserve to be IN business.

I would like to think that is how I treat my online customers as well. Folks would do well to take heed…

George

By: Lyndit

Lyndit — Mon, 09 Nov 2009 23:25:55 +0000

There are lots of businesses that are identical that I will choose a pleasant and comfortable experience over convenience, like the gas station guy that always asks how I am doing and “What is new with you?” She will ask. There is a Chinese restaurant that has average fried Chinese food, yet the waiter there is hilarious, loves to give compliments and is great at making you feel appreciated for helping their business. So of course we go there, and on the opposite there are places with great food that I would never go to again as they seemed to care less whether we were a customer or not. I am buying a good experience along with a product, whether it is a retailer or service provider most companies need to learn to tailor themselves to providing excellent customer experience as a whole not just with their product, as most of their product identification will come from the staff they interact with. Thanks for the post!

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