Customer Appreciation: Making “OPW” Your Top Priority
Read More: Originally Posted in Relationship Marketing at Business Success in Today's Web World
Building a Healthy Customer Relationship
Customer appreciation ranks as the number one reason customers stay with a particular salesperson or distributor. Interestingly enough, in the traditional work place, it is also the number one motivator among employees. Feeling like an employee is a part of the decision making process and employer’s having an understanding attitude rank numbers 2 and 3. But notice the number one factor…..appreciation.
Providing Customer Value
Showing appreciation while building customer value and loyalty should be no different than the employer/employee relationship. But like most good things, the term ‘customer appreciation’ has been thrown around so often that it seems to have lost its true meaning along the way. Let’s face it; from restaurants to banks, they all tend to host special “Customer Appreciation Days.”
What is key to building a healthy customer relationship is making that person feel like they are the ‘only person in the world’ or your OPW, as Barbara Silva, Author, Educator and Certified Coach, calls it in her book Romancing the Sale. By doing so you are serving customers who are destined to become friends.
Customer Experience Strategy: Have a Plan
In today's society with all the computer and smart phone technology that everyone uses, the personal touch seems to have been pushed by the wayside. It's providing that ‘OPW’ feeling that is going to separate the average business person from the exceptional business person. But exactly how can you provide a great customer experience and make that person feel like they are the only person in the world?
· Share some of your own flaws. People like to know that you are real. If you make a mistake, let them know how you made the mistake but show how you also provided a solution.
· Listen to them. People love to give you feedback. Make yourself available to your customers. Automation is well and good but they need to know they can get a hold of you and talk with a real person. If they have their own articles and blogs/websites, leave comments on them. You may even learn a thing or two from their content and strike up a joint venture with them.
· Deal with problems quickly and efficiently. No one enjoys conflict or irate customers, but look at uncomfortable issues with customers as a chance to learn and grow. This will also benefit you down the road and hopefully keep the same issue from happening again.
Always remember….
· Make them feel important. A quick handwritten thank you note or card just to express appreciation for choosing your business will go far with the person that purchased a product or service from you.
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Over the last 12 years since Lee Ann McVey left corporate America to stay home and raise her two sons, she has never stopped working from home. She loves to stay busy and has consistently contributed to the family income through her knowledge and use of the internet. Along her journey she found that she especially enjoys internet and affiliate marketing. For the past year, she has worked closely with Barbara Silva and is one of the core members of the Coaching Cognition Team. Lee Ann is the co-author of Learn to Build and Maintain Relationships, A Heart-felt Tool for Life.
About the Author: LeeAnn McVey
Company: Personal Touch Card Services
I'm a Distributor For:: Send Out Cards
Industry: Consulting
Primary Web Site: http://www.PersonalTouchCardServices.com
Everyone Wants to be the OPW
Everyone wants to feel like they are the only person in the world even thought we know we aren't.
It's taking the customer relationship to a different and more rewarding level when you do your best to help them feel like they are OPW.
Usually the things we have to face with clients and customers are what we see in our selves which makes the whole thing more emotionally charged.
It's good to take a step back, put their shoes on, and look at the situation through their eyes and then do what you can to help them have a more positive customer experience.
Customer Service is so necessary
I don't know how businesses with poor customer service can stay in business. I personally will never return to a business that does not demonstrate excellent customer service. I am in an industry where great customer service is lacking by many of my competitors. This is why I have always said I really have no competition in my local market - they have all provided poor customer service and I get to hear all about it from their customers that come to me. Gota love the competition!
Dotty
The Power of Customer Relationships
LeeAnn - you nailed it.
It's not hard to develop positive customer relationships, especially when you plan for it. Unfortunately, in today's fast-paced world, many people don't seem to take the time to listen, share, make others feel important.
Actually, maybe it's not so 'unfortunate' ... at least for business owners that understand the power of customer relationships. Just like Dotty points out - she's focusing on great customer service and her competitors are not; therefore, no real competition.
The value of a 'customer for life' is huge, and it all starts with building that positive relationship from the very beginning.
Michael
The Small Things Count.
LeeAnn, Well said.
The small things like the hand written thank you note. Having your phone number and email where it is readily found for contact purposes. A follow-up phone call to check on customer satisfaction.
When we learn to do these things well, there will be repeat business transactions and referrals. Relationship marketing really does make a difference.
Get Into Your Customer's Shoes
Too often when we are the person people turn to, we forget what it's like to be wanting help for something.
So keeping in mind that we also wear those shoes at times should keep us mindful of how our client feels when we interact with them. Remember how you felt when you were treated well and received great value. Never forget to pass it along.
It's Hard to Find an Appreciated Customer
If I asked you to think about the business sites you visit; either on or off the web, you can probably only think of a few that cater to the customer. But, I bet you remember what they do to make you feel special.
It's the same with business on the Internet even though we are not face to face. It's probably even more important to create an environment of support and appreciation here just because you can only share words.
I think successful business will come down to exactly how the customer feels about the relationship. Relationship building is time well spent.
Only Person in the World
Hi LeeAnn,
It's so true, making a person feel special and important is critical to a happy, returning customer. Making that person feel like they are OPW is the key to them remembering you and what you did for them and how you made them feel. This is the key to success, not how great your stuff is, but how great you made the individual person feel, while they were in your business or at your web site.
I love how you write that it's not important to come across as perfect, but as human, complete with flaws, mess ups, etc. It makes people better able to relate to us as "normal".
Thank you,
Michelle
Becoming Customer Driven
It hasn't been till recently that many network marketing businesses have become more people oriented than product oriented. This is because relationships were being allowed to grow and people were buying from those that served them best and that they trusted.
Customers needs change and if you take the time to know them and serve them you, as the business owner, is better able to adjust to meet their needs. Making them feel very very SPECIAL....
Customer service and customer complaints should always be seen as an opportunity to learn and improve. I know that I do business most with those who appreciate me and take care of me. In your article you point this out so beautifully LeeAnn.
Thank you for the reminder of what business is really all about.
The People we serve!!!!!
Never Leave Your Customers Hanging
If you don't have happy customers, you won't have a business for long. Everyone needs to feel that they're important and this is especially true when owning a business.
I try to make it point to stop by shake hands maybe drop off some coffee and donuts to all my customers at least once a month and if I can't get to them for what ever reason I'll call to make sure everybody's happy with my service.
Let your customers know that there appreciated,do this and they'll be around for years to come. This one is extremely important, "Deal with problems quickly and efficiently".You want a sure way to lose a customer if you don't do this you will.Good stuff LeeAnn, I really enjoyed this article.
Customer Relationships
LeeAnn,
Great article! We need to get back to recognizing the customer as the essential key to business and giving the recognition they deserve, after all without customers what is business? I see more and more need for customer service as we market world wide with automation. People need people interaction.
Relationships Build Businesses
Great reminder that without happy customers we don't have a lasting business. I believe if you treat people as you wanted to be treated, they will not only come back, but will tell others.
BAD news travels fast
and you don't want customers spreading negative stuff.--and it goes the other way too. when you make people feel special and treat them well, they will spread that around too.
Customer oriented
This is all so true, LeeAnn. But it is so easily forgotten. This society of ours tends to look to people as things that we use and dispose. The relationships became cold. We need really to improve the relations to a level where we can show the others, how they are important and that they have many things worth in them. Thank you for your reminder.
Fernando
Great article...there would
Great article...there would not be any business still standing without the customers that keep them going...
It's easy to forget our
It's easy to forget our customers in between orders or services rendered but that is the best time to stay in touch! Even a short note or card can do wonders!
You are welcome, Fernando, for the reminder. ; )
Undoubtedly a message that needs repeating
My husband and I were at a do it yourself store recently. While there we had a question and were unable to find a sales person so we went to the front counter.
The clerk was on the computer and never even looked up at us, acknowledging that we were there.
This is an example of poor customer relations that happens far too frequently.
We left the store and have never been back.
A simple "hi (with a great big smile) I'll be right with you" would have kept good customers coming back. This is very inexpensive and easy to do.
It's much cheaper to keep a good customer than to find a new one.
Undoubtedly a message that needs repeating
My husband and I were at a do it yourself store recently. While there we had a question and were unable to find a sales person so we went to the front counter.
The clerk was on the computer and never even looked up at us, acknowledging that we were there.
This is an example of poor customer relations that happens far too frequently.
We left the store and have never been back.
A simple "hi (with a great big smile) I'll be right with you" would have kept good customers coming back. This is very inexpensive and easy to do.
It's much cheaper to keep a good customer than to find a new one.
Where has all the customer service gone?
Good point and really so basic, but like all business it is all the customers and a happy customer is a returning customer. Thanks for the reminder and to stay normal.
Customer Love
Take care of your customers and they in turn will take care of you. I always write a "Thank-You" note for every order. I send birthday cards and Christmas cards and many of my customers have become very good friends. Especially in this time and age where customer appreciation seems to have fallen by the wayside it is so important to show your gratitude and appreciation.
LET THEM KNOW YOU REALLY CARE
Thanks for this post. It is extremely TRUE and once you treat a customer like you would want to be treated that is the key to being successful in any business. I try as best possible to send birthday greetings or cards, congratulations if they have a baby, or a sympathy card if someone has passed away close to the customer. You have to let people know that you really care and you don't just want their business or their money.
Rosanne Reid
Here's a Great Example
OPV makes so much sense. A colleague in my downline told me a story today. Our company brand new. The first month of anyone receiving autoship has been this October. Rick's first order came with the incorrect items in it. He called the company, expecting that he was going to need return the wrong items in exchange for getting the correct items. Instead, the company told him to keep the mistake, and they would still send the correct items.
Essentially they provided excellent customer service and made Rick feel at that moment like the OPW.
My father worked for years with the Ritz Carlton Hotels. They were the winner of the Malcolm Baldridge Award for excellence due to their superb customer service. In that hotel, the customer is always right. The challenge then to is solve the problem. Any guest to a Ritz Carlton will tell you that they feel like an OPW in all their interactions.
If you take care of your customers and your organization and in fact anyone you interact with in your business, in this way....your reputation will proceed you and open many doors.
Peace and Abundance,
Deborah
Customer TLC
Keep the customers you have - it cost more to get a new customer than to keep the one you have. Do right by them and they will keep investing in your business by coming back to buy more.
Hey, LeeAnn. Great advice!
Hey, LeeAnn.
Great advice! Some good tips to practice. I think it is very important to have a plan thus leaving you prepared and organized.
Having a positive mindset and treating everyone like they are your best friend will definitely magnetize and attract people.
Thanks so much for your great strategies in building relationships, LeeAnn!
Derek
Appreciation for Everyone
Hi LeeAnne,
Thanks for the great article! As I read this, I thought about how we can apply these principles of apprecation to all of our relationships -- both in business and in our personal lives. I know I try to do it every day, but your article brought it to the top of my mind. Thanks for the important reminder!
Cindy
The #1 Priority: Customer Appreciation
LeeAnn,
You have seal the deal, when you speak of Customer Appreciation.
Just as everyone has said, The number one Priority is Customer, no matter how you try to turn the facet. The customer should always be the forefront or at the center of any business.
Thanks, LeeAnn
Donna Wells
RE: Customer Service is so necessary
Customer Service is key to any business. If you don't maintain and acknowledge your customer base they will go somewhere else where they are appreciated.
Over-.used and under-practised words.
You have said something that really did need saying. We are all aware of Customer Appreciation, Customer Service but often only lip service is paid to these over-used words.
This is a timely reminder to us all in times of economic downturn not only for business but in all of our relationships.
Make people feel OPW and you've probably got a customer for life.
Oh so true about being human and thankyou for spelling that out. We all get frightened of showing the "warts and all"
Judith
Customer Appreciation
Customer Appreciation should be ongoing not transactional. People want to know you care about them. Communicating with them is not only a skillset but mandatory for customer retention.
Plan a Positive Relationship with all Your Customers.
Hi LeeAnn,
Great article and a good reminder for me. I liked the comment by Michael Wilson. Developing a positive customer relationship must be planned.
Sometimes, I get so busy in my business that I neglect customers that I already have. Setting a time aside each day to address their needs is so important.
Using the OPW approach can make such a significant difference for all of us. Thanks, LeeAnn.
Everyone Wants A Little TLC
Hi LeeAnn,
This article is a great reminder of The Golden Rule. Treating our customers the way we'd want to be treated, going above and beyond what's expected of us as business owners will keep them returning to us for years to come. Customer appreciations brings lots of referrals, just as word of substandard service will spread like wildfire.
Think of the last time you went through a drive-thru only to have some 12 year-old kid (ok, maybe 16) mumble something on the loud-speaker and then throw your burrito at you when you got to the window. The only thing that would bring you back to that restaurant is 39 cent Taco Sunday. Doesn't quite promote the customer loyalty we're after, does it? :-)
A little attention and appreciation for our customers goes a long way and you've pointed that out beautifully. Thanks LeeAnn.