Keep Your Company Top of Mind: 3 Strategies to Make a Memorable Customer Experience
People may not remember exactly what you did or what you said, but they will always remember how you made them feel. This important nugget of advice has been attributed to several different people over the years, and it’s a great summary of how to provide an excellent customer experience.
If you’re in the home services industry, you know that keeping loyal, repeat customers requires more than just doing a great job on installation or repair. You want to make sure each customer’s experience is so memorable that they’re raving about your services to their family and friends.
It’s the little details that lead to customers feeling good about doing business with your company. Try implementing these three strategies to make a memorable impression with your customers.
• Greet customers by name.
Whether you are talking to customers on the phone or making a service call, greeting them by name or using their names in the conversation says you value their business and don’t just view your clients as numbers. People are looking for an authentic connection with companies they select, and taking the time to call the customer by name helps solidify that connection.
• Respect the customer’s space.
Be sure your technicians are trained to be respectful of the customer’s home and property. Start by asking if the customer has a preference of where any service vehicles are parked. Will anyone in the home need to get in and out of the driveway during the service call?
If a technician needs to go inside the home, be sure they have any items needed to keep the home clean, such as disposable cloth booties for work boots that may have been outside in the dirt and any supplies needed to clean up a work area.
• Say thank you with food.
Consider mailing your customers a gift of gourmet food. Why invest in food as a thank-you gift instead of a company pen or calendar for your customers? Food is enjoyed by everyone, and a proven way to help build an emotional connection.
Studies show that good food is effective at creating happy emotions due to links between chemical receptors in the mouth and nose and the parts of the brain devoted to emotions. “Thanks to the power of MRI scanners, recent research shows that sweet, savory, and salty foods set off a rush of brain activity…linking the delicious taste to the happy emotional regions of your brain,” says Professor David Cameron-Smith, Chair of Nutrition, University of Auckland, Australia.
A gift of gourmet food creates the “wow factor” because customers aren’t expecting it. It can definitely put you in the memorable category and help you stand out from your competitors.
Need Help With the Details?
Implementing details to create a great customer experience takes time and planning. Learn how To Your Success helps businesses implement a robust customer retention program that includes gourmet food, personalized notes, mobilized e-surveys, and actionable reporting with real-time alert features.