Fire Up the Enthusiasm of Your Staff for Your Customers
While doing research a few years ago for one of my marketing books, I came across a note I had written to myself on creating enthusiasm for customers within an organization.
In the note, I turned the word enthusiasm into an acronym:
Enjoy your work. When you enjoy your work, customers enjoy you.
Never say “no.” Find ways to say “yes” to customers.
Take the time needed to fully satisfy the customer. The best gift to offer customers is your attention and time.
Hustle. Time is valuable, help customers save it by serving them efficiently and fast.
Understand before trying to be understood. You cannot satisfy customer needs until you listen.
Smile. Your smile tells the customer he or she has come to the right person.
Insist on astonishing. Merely satisfying customers is not enough. Astonish.
Ask if the customer is completely satisfied. Ensure customer satisfaction by asking if there is anything else you can do and if what you have done is enough to have them return to you again in the future.
Suggestive sell. Suggest related items that make the customer’s purchase better.
Meaningful “thank you.” A sincere thank you builds loyalty that brings back customers.
Legendary American football coach Vince Lombardi is quoted as saying “If you aren’t fired with enthusiasm, you will be fired with enthusiasm.”
We are not suggesting that you need to start enthusiastically firing your staff. But we do hope that the ENTHUSIASM acronym might be useful to you in firing up the enthusiasm of your staff for your customers.
Otherwise, it may be your customers who fire you with enthusiasm.
KEY POINT: never say “no” to a customer; find ways of saying “yes” instead.
TAKING ACTION: are your frontline staff and customer contact personnel only measured on quantitative scores such as how many customers per work shift they handle? Why?
How can you institute some qualitative scoring measures tracking how their handling of customers impacts your customer retention results?
Train your staff to take the time necessary to fully understand the needs, wants, desires, likes, and dislikes of your customers. Time spent with customers is rarely wasted.
Teach your staff not to be afraid to ask customers if they are fully satisfied. Without asking, you will never know their true feelings. Asking shows that the organization cares and wants these customers to return again and again.
This article is excerpted from our book The Best of the Monday Morning Marketing Memo, available in paperback and Kindle formats at Amazon.