When water reaches 211 degrees all you have is very hot water, but when it reaches 212 degrees you have steaming boiling water. The same goes for how you treat your clients and customers. When you do that little bit extra to please them, you can win them over and keep them loyal.
My optometrist, Dr. Greg Ferman is a good example of this philosophy. His practice stays current with the latest technology and is always making sure that every patient gets a very thorough exam. When I go in for my annual eye exam, he takes the time that is necessary to answer all of my questions. Dr. Ferman loves to educate his patients and he is always teaching me something new about my eyes. He is very good at communicating and explaining things in a way that is fun and easy to understand. His upbeat optimistic attitude makes this optometrist fun to be around. And, if that isn’t enough, he usually has a free sample of a contact lens cleaning kit to give to me after each exam. With this kind of service, he has built a thriving practice that keeps growing. As long as Dr. Greg Ferman is practicing optometry, I will never even entertain the thought of going someplace else.
Now back to our example of doing that little bit extra; by finding out and delivering what makes your customers and clients happy so you can create that extra degree of “wow.” This extra degree of “wow” will keep them loyal to you, despite what the experts are saying about price conscious customers, who will change the place they shop because of lower price. When you and your staff can deliver extra value, price becomes much less of an issue. Remember, it is all about the customer or client. When your patrons recognize, in your eyes, that they are the most important thing, they will stay with you for a long, long, long, time.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at csjobsBlog.com and view additional job postings at Nexxt
My optometrist, Dr. Greg Ferman is a good example of this philosophy. His practice stays current with the latest technology and is always making sure that every patient gets a very thorough exam. When I go in for my annual eye exam, he takes the time that is necessary to answer all of my questions. Dr. Ferman loves to educate his patients and he is always teaching me something new about my eyes. He is very good at communicating and explaining things in a way that is fun and easy to understand. His upbeat optimistic attitude makes this optometrist fun to be around. And, if that isn’t enough, he usually has a free sample of a contact lens cleaning kit to give to me after each exam. With this kind of service, he has built a thriving practice that keeps growing. As long as Dr. Greg Ferman is practicing optometry, I will never even entertain the thought of going someplace else.
Now back to our example of doing that little bit extra; by finding out and delivering what makes your customers and clients happy so you can create that extra degree of “wow.” This extra degree of “wow” will keep them loyal to you, despite what the experts are saying about price conscious customers, who will change the place they shop because of lower price. When you and your staff can deliver extra value, price becomes much less of an issue. Remember, it is all about the customer or client. When your patrons recognize, in your eyes, that they are the most important thing, they will stay with you for a long, long, long, time.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at csjobsBlog.com and view additional job postings at Nexxt
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