HOW TO MAKE YOUR CUSTOMERS FALL IN LOVE WITH YOUR BUSINESS.
I love reading a story about unbelievable customer service, if fact it is one of the few areas about business where my kids love hearing the stories too. So I wanted to spend some time really looking at some examples of real businesses that do things to make their clients love them. As you read through these examples you will see how customer service like this really does make customers so loyal they wouldn’t even look anywhere else, and how it starts a natural conversation that drives customers to a business faster than any marketing campaign ever would.
In the past, customers would have a loyalty to a certain brand. But today, with the plethora of options easily available, customers and clients can easily move to a competitor who offers a better price or another perk. How does one give such amazing customer service that their clients and customers love their business, stick with the business and bring others with them. Want to see some of the big and a few small brands secrets? Keep reading.
The Ritz-Carlton’s “wow” moment:
The Ritz-Carlton hotel chain is known for its exceptional customer service, but one instance stands out as particularly impressive. A guest’s child left a teddy bear behind in their room after checking out. The hotel staff not only found the bear, but sent it back to the guest with a heartfelt note and a video of the bear “enjoying” a stay at the hotel. This personal touch left the guest feeling valued and appreciated.
They are also known for remembering guest’s names and preferences, and for going above and beyond to make sure every guest feels special. They have been known to arrange special surprises such as a private concert or a special dinner for a guest celebrating a special occasion, or even a sand sculpture to create sand sculpture for a little girls birthday.
Zappos’ “wow” moment:
Zappos, the online shoe retailer, is famous for its exceptional customer service. One customer had ordered a pair of shoes as a gift for her husband, but they ended up not fitting. When she contacted customer service, they not only refunded her money, but also sent her husband a gift card for a new pair of shoes and a heartfelt apology note. This went above and beyond what was expected and left the customer feeling taken care of.
This is not an isolated event. They have a very relaxed return policy and literally have making the customer happy built into their mission. They have even been known to send customers flowers or a gift card as a way of saying thank you for their business.
Nordstrom’s “wow” moment:
Nordstrom, the luxury department store, is known for its high-end customer service. A customer was shopping for a dress for a special occasion when a sales associate went above and beyond to help her find the perfect one. The associate not only helped her find the perfect dress but also helped her accessorize and style it. That is knowing what you REALLY do. The customer was so impressed with the level of service that she ended up buying the dress and even wrote a letter to the store’s management praising the sales associate.
Amazon’s “wow” moment:
Amazon, the online retail giant, has a reputation for providing excellent customer service. A customer had ordered a product but it got lost in transit. When he contacted customer service, they not only refunded his money but also expedited a replacement delivery at no extra cost. The customer was impressed with the quick resolution and the extra effort Amazon made to ensure he received his product.
They have also been known to refund customers even if the product is not defective and even if the customer has already used the product.
Apple’s “wow” moment:
Apple, the technology giant, is known for its sleek designs and innovative products. A customer was having trouble with his iPhone and went to the Apple store for help. The Genius Bar technician not only fixed the problem but also took the time to show the customer some tips and tricks to make the most of his device. The customer was so impressed with the level of service that he wrote a glowing review online.
Their Genius Bar has this reputation, and really helps Apple stand out above the competition.
Disney’s “wow” moment:
Disney, the entertainment giant, is known for its magical customer service. Disney cast members (employees) are trained to go above and beyond to make sure every guest feels special. They are known to go to great lengths to make a guest’s visit special, whether it’s by making a child’s dream come true or by accommodating a hotel room with rose petals for a honeymoon couple.
FedEx’s “wow” moment:
FedEx, the global courier delivery services company, is known for its reliable and efficient service. They have been known to go above and beyond to make sure packages are delivered on time, even in difficult weather conditions or during natural disasters. They have been known to deliver packages by boat, by helicopter, or even by dogsled to make sure they reach their destination on time.
But this isn’t just about the big companies….this can happen in small family businesses.
In a local coffee shop:
A local coffee shop in a small town was known for its delicious coffee and friendly service. One day, a regular customer came in with her newborn baby and the barista went above and beyond to make her feel comfortable. The barista offered to hold the baby while the customer ordered and even made her a special latte with an extra shot of espresso to give her a boost of energy. The customer was so touched by the barista’s kindness that she posted about it on social media and it quickly became a talking point in the community.
A little bookstore:
A small bookstore was known for its wide selection of books and knowledgeable staff. One day, a customer came in looking for a book for her daughter’s book report. The staff member went above and beyond to help her find the perfect book and even provided some information about the author and the themes of the book. The customer was so impressed with the level of service that she left a glowing review online and has been a loyal customer ever since.
A family-owned restaurant:
A family-owned restaurant was known for its delicious food and friendly service. One day, a customer came in with a food allergy and the server went above and beyond to make sure she was able to enjoy her meal. The server not only provided her with an alternative dish but also made sure that the kitchen was aware of her allergy and took extra precautions to prevent cross-contamination. The customer was so impressed with the level of service and the extra effort the server made to ensure her safety that she left a generous tip and has been a loyal customer ever since.
A small clothing store:
A small clothing store was known for its unique clothing and personalized service. One day, a customer came in looking for a specific dress. The sales associate went above and beyond to help her find the perfect dress and even offered to make some alterations to make it fit perfectly. The customer was so impressed with the level of service and the extra effort the sales associate made to ensure her satisfaction that she left a glowing review online and has been a loyal customer ever since.
A small hair salon:
A small hair salon was known for its friendly service and trendy hairstyles. One day, a customer came in with a photograph of a hairstyle she wanted. The stylist went above and beyond to help her achieve the look, even offering to stay late to finish the hair cut and style. The customer was so impressed with the level of service and the extra effort the stylist made to ensure her satisfaction that she left a generous tip and has been a loyal customer ever since.
These examples illustrate that providing truly unique and exceptional customer service often involves going above and beyond what is expected, personalizing the experience, and truly valuing the customer. They often happen during times of emotional peaks. These companies have set a high standard and by following their example, other companies can create their own “wow” moments for their customers.
The Evolve Team
