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How small surprises can delight your customers It’s been a tough two years for small to medium-sized businesses around Australia. But as the economy rebounds, SMEs can make the most of better times by standing out from the competition, says Milton Collins The best way to make a customer or client rave about you is to delight them. Most people tend to enjoy surprises, so long as they are carefully planned to really benefit them. By pleasing an existing or potential customer, you encourage them to enjoy more of the company’s work and refer their friends and business associates to you. It also helps you retain and attract great team members. But how does a company go about delighting its customer base?
more than expected 1 IfProvide you just complete a job or provide goods or services as expected, then it doesn’t really surprise or delight your customers. It’s the small additional surprises that make the memorable difference. I like to provide additional information or tasters of other products that my business has.
Demonstrate their return
2 on investment DESPITE THE problems caused by COVID-19, the Australian economy is strong. As lockdowns have eased and borders are opening, it’s important that your business stands out so you can retain your current
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clients as well as develop new leads. The most efficient way to do this is to turn your existing clients into raving fans. These ambassadors drive referrals, stay loyal and do a large part of your marketing for you.
Make sure the client can see their return on investment by clearly demonstrating or discussing the impact with them. Show that the outcome is critical to you, and that you want to make sure they see and understand the benefit they have derived.