We have another terrific guest blog today from Carol Ritter of Carol Talks! Today's post focuses on a specific way you can grow your business in the modern era.
Outstanding customer service, so longed for by consumers, not always up to par and sometimes an outrageous failure. I walked into a donut shop recently, stood in line for my coconut decaf until the very friendly cashier offered to help me. As I was waiting for my order, an older gentleman arrived and ordered a bacon, egg and cheese sandwich, two pumpkin donuts, a coffee, and to top it off, some crispy potato tots. I was dreaming that some day I would order that, especially the pumpkin donuts. When it was time for him to pay the cashier said, “You are a “REGULAR” and yesterday we charged you the wrong amount of money for your donuts.” (he eats them every day??). He said, “Yes you did” and she told him that today his donuts were free! The smile on his face reached from here to California, he graciously thanked her and looked over at his friend to share the good news. The friend replied, “Whoa, she gave you free donuts?” “I’m going to have to become a “REGULAR”.
How much do we love FREE? It’s so simple yet so under used. My definition of REGULARS is loyalty. They show up at least every week, they love that you know their name, they enjoy your product and many times the price is not the first reason they shop with you.
I truly believe businesses can’t survive without regulars. Those folks that love you to death even when things go wrong. I read somewhere that we all have 10 people in our lives that we love, trust and we tell our troubles to. Well, every time a customer is offended, trust me it’s going out to those 10 others and then their 10 others and on and on. Three basic tips for keeping the regulars;
1. Set a great example- your staff will act like you act
2. Set your expectations high
3. Build your reputation around outstanding customer service
I’m still jealous that that gentleman eats donuts everyday or maybe I have DONUT ENVY. One thing for sure he will be back tomorrow, I’m sure to fill up on pumpkin donuts, after all it is pumpkin season!!
Carol serves as a featured writer for the Home News and the Lehigh Valley Chamber Blog
Carol is an accomplished professional speaker, coach and educational consultant specializing in innovative leadership, outrageous fundraising, million dollar marketing, and building organizational alliances throughout the country. Carol’s creative leadership with bullet proof ideas for recruiting MORE MEMBERS, MORE MONEY AND BETTER LEADERS. www.caroltalks.com610-442-4545 tellkids@aol.com
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