You have heard it all before – to make a sale, you need to understand needs, have good product knowledge, find the "fit," and so on.
All true; however, without delivering memorable customer service by showing that you genuinely care about your customers through treating them with respect and proving that they can trust you, you may still earn the sale, but you won't acquire a bigger sale or loyalty.
This past weekend my husband, two young kids (2 and 5), and I dined at The Vineyard Grill at The Ritz-Carlton Orlando, Grande Lakes. Typically, since they are so young, we would not bring our children to a restaurant this nice, but it was for a dear friend's birthday, and she said that we could not come without them (she adores our kids and vice versa!).
From the moment we arrived at the restaurant until our departure, my children were treated like special guests. It was clear that this staff took pleasure in serving young customers, which instantly made me feel comfortable and so appreciative that they were so welcoming. And, throughout our dining experience, they were accommodating and attentive to my kids' every need. When it was upon their bedtime and it was obvious that my kids were starting to "lose it," while my son (5 year old) could be entertained with my iPhone, the manager surprised my daughter (2 year old) with a most adorable, super soft teddy bear for her to play with. It was for her to keep.
This unexpected gesture and gift not only bought us extra time to enjoy the birthday dessert, but it, along with the customer service exhibited throughout, also bought our future business. Also, I am telling the story here, which means that this restaurant and hotel will gain even more business.
Clearly, you now understand just how outstanding customer service influences your customers' current and future buying decisions. When you deliver exceptional service, you have the ability to:
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successfully upsell
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seal the deal faster
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gain lifetime loyalty
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create stories like the above, which will be told to other potential customers – fantastic free marketing!
Don't be intimidated, and don't think you have to give tangible gifts like teddy bears to "wow" customers to increase your selling ability.
Instead, think simple. Think hard about your first impression, especially if that is your role in the organisation. Be upbeat, friendly, and sound confident. Show your genuine desire to help the customers. As you interact with your customers, constantly consider how you are "showing up" and how much of an opportunity you have to make a difference in the customers' future buying decisions with your company.
As Michael Leboeuf says, "Treat your customers like lifetime partners." That way, they will become your most dedicated customers who keep coming back for more.
About the author
Since May, 2002, Katie Scheer, co-author of ProLearning Blog, has been with ProSolutions (hospitality consulting, training, and evaluation experts). As the Vice President, she leads ProSolutions operations, sales and marketing, network and revenue management, new customer initiatives, and corporate strategy. She takes the success of ProSolutions very seriously and is very passionate about helping other companies to also achieve optimal success. ProSolutions (www.prosolutions.net) has helped major hotel companies to uncover customer service opportunities and greatly increase their sales and revenue, and they have built customized training and certification programs that enable companies and hotels to take their teams to the next level in performance. Katie can be contacted at katie@prosolutions.net. 877-27
