4 Profitable Lessons You Can Take From Home Depot’s FailureMarch 19, 2015
Customer Experience Does Not Belong In A CanApril 24, 2015
Do you realize the impact one moment can have?
In just one moment:
- you can be asleep or awake
- you can be happy or sad
- you can be healthy or sick
- you can have a problem or a solution
- you can be employed or unemployed
- you can succeed or fail
- you can live or die
Really think about that. . .
In the time it takes to blink – anything can be better or worse or different.
With that in mind, you must also understand that in a single moment you can gain a new customer or lose a customer.
It does not take much for a prospect to rule you out or for a loyal customer to date your competition. So you must make every moment count.
Here’s a quick checklist:
- Are your web address and physical address easy to reach? Hard to remember urls and difficult to find buildings can detour sales to your competition.
- How is your customer greeted? Website, telephone, front door, drive-thru. . . your customer should feel welcomed and appreciated within the first 5 seconds.
- Do you customize? Long gone are the days when customers shopped for “one size fits all”. No, you cannot be all things to all people but when you get to know your customer base – you can anticipate their wants and make offers accordingly.
- What happens after the sale? Getting customers to the sale means you’ve won the battle BUT getting them to buy from you again and again and again. . . that’s winning the war!
- Is your policy clear? It is good to have a policy. It is even better to have a policy that allows your employees to break the policy.
- What is your #1 priority? No matter what you answer – know that it shows. Your customers, both internal and external, see loud and clear what matters to you . . . and good, bad or ugly . . . it is affecting your profit margins!
In the time it took to read this article, you blinked approximately 20 times.
How many customers did you lose or gain in those single moments?