I’m an avid reader. My idea of relaxing is curling up, preferably on the beach, with a good book. Since I have such a passion for reading, I began encouraging our daughter, Bayley, to read early. Even though she can download books on her Kindle, she would rather hold a book in her hands and turn the pages. This preference means that we’ve taken several trips to the library this summer.
Fortunately we have two libraries near our home, but we drive a little bit further to the one downtown because of Ms. Audrey.
You see the first time we visited, we realized that we didn’t have the summer reading list. Ms. Audrey took the extra steps to find our list all the while engaging Bayley in great “fifth grade” conversation. As the two of them began walking towards the books, the conversation went something like this, “Oh this is a great list! You’re going to love these books. What type of books do you like to read?”
Of course all libraries offer the same services, but what makes us drive pass the others is customer service. Ms Audrey has managed to transform an ordinary service into an experience which builds relationships. And you can do the same.
It’s the simple things that mean a lot, like greeting your customers/clients and asking them about their day….(People like to be acknowledged.) Offer something extra like a light refreshment, an instant coupon, first time customer rewards, you can send a thank you note, or provide a discount when they refer a friend. And, to enhance the shopping experience, add some relaxing or fun music.
“A dissatisfied consumer will tell between 9 and 15 people about their experience and about 13% of dissatisfied customers tell more than 20 people.” (Source: White House Office of Consumer Affairs, Washington, DC)
Don’t let your customers pass you by or turn away because of poor customer service. Give them an excellent product with outstanding customer service and they’ll come back again and again!
See you at the library