your customers to sell you… Creating fans and champions
by Bob ‘Idea
Over the years
I have discovered, quite by accident, that my best investment
in building my sales and business was in taking very good care of
my existing customers. When they are happy, and more than satisfied
with my products or service, they will talk about me to their friends
and colleagues. Some will even go the extra mile to becoming fans
or champions and firmly telling their friends and colleagues
that they ‘must’ deal with me if they want
the best value or service. Wow!
the extra mile – inspired action to separate yourself from
One of the most
effective activities in building loyalty and turning customers into
repeat buyers, raving fans and champions of your service or business
is to go the extra mile. By this I mean, doing more than would be
normal to help them achieve the success or satisfaction they wanted.
- Have you
ever experienced having someone going way past what would normally
be included in your purchase?
- Did it catch
your attention and make you take notice?
- How can you
do this with your customers?
the unexpected – truly amaze them
the opportunity to build amazing relationships and repeat business.
Yet, so few are successful.
Point to Ponder:
"Real excellence does not come cheaply.
A certain price must be paid in terms of practice, patience,
and persistence - natural ability not withstanding."
up for complete satisfaction – part of the sales process
of the areas for growth in providing real value-added service is
in the follow-up or follow-through. How frequently have you had
someone you’d dealt with call you a while later to see how
you like your purchase and checking to see how it’s working?
Sadly, too many sales people miss a great opportunity to build profitable
long-term relationships, by simply following up.
service is pro-active and deals with the little ‘adjustments’
before they become major irritants. I think we’re too scared
of the possibility of hearing negative comments, or having to go
out to fix something. How sad!
very thing that can turn customers into loyal fans and we’re
afraid to do it. Many of the most successful companies have a 100%
complete satisfaction – whatever it takes policy. Do you?
How will you incorporate this area of customer service into your
Keep in touch – top of mind means additional sales
a parallel path, how many companies can you think of that have taken
the time to keep in touch with you after you’ve finished paying
for the service or product? Sadly again, very few!
of building a positive relationship and turning customers into loyal
fans and enthusiastic champions can be simply taking a positive
step to keep in contact. How can you build in a easily maintained
system to allow you to track your customers? How will you find ways
to keep in touch? What commitment will you make to ensure it gets
a moment and think of some other ways that will help you build those
relationships that turn your customers into repeat buyers, fans,
there any opportunities you’ve missed to establish this mutually
beneficial type of customer relationship?
is never too late to do what is right and to ask for a second chance.
Keep in mind the potential life time value potential of
Copyright 2007 Bob ‘Idea Man’ Hooey www.ideaman.net
All rights Reserved. Used with permission of the author.
‘Idea Man’ Hooey is a productivity strategist
and creativity catalyst who regularly writes for North American
Consumer and Trade Journals, on-line magazines and company intranets.
He is the author of 10 books, including 2 on sales, and the 48th
person in the history of Toastmasters International to earn their
coveted professional level Accredited Speaker designation. He is
a professional member of the Canadian Association of Professional
Speakers and the International Federation for Professional Speakers.
Visit his website for additional articles like this one: www.eBusinessSuccess.biz