- Are you concerned about how to get and keep more customers?
- Are you struggling to try to keep up with your competition? Maybe even lowing your prices?
- Are you spinning your wheels and finances with expensive Facebook and Google Ads that don’t work?
Creating and building customer loyalty is not as hard or expensive as you think. It is a matter of just taking care of your customers, engaging with them to build relationships and just demonstrating that you care. You care about their wants and needs, solving their problems, not yours and treating them like they are special.
Most businesses and business owners spend thousands of dollars on false marketing and advertising strategies. But completely ignore the highest leverage opportunity you have to grow your business and be more profitable.
Your CURRENT and EXISTING customer.
I’ve seen this work over and over. Turning new customers into ambassadors is the fastest way to put growth on autopilot. Disney does it, Starbucks does it, Chick-fil-A does it as well as many of my clients who follow my training and strategies. Let me show you a few examples of how it can work for you.
One of my favorite people and TV programs is John Tagger the guy from the program Bar Rescue. He does this with his Red and Green Napkin Strategy. Someone walks into a restaurant, the server asks: “First time here? or “Have you visited us before?”
”Yeah, first time.” Server then puts a red napkin down on the table. The customer doesn’t even notice the napkin.
If the customer says… “We have been here before.” Server then puts a green napkin down on the table. Again, the customer doesn’t even notice.
To the staff? It’s a signal. The manager will walk up to the red napkin table and strike up a conversation with the customer…”How is everything? I understand this your first time here. Is that correct? Well thank you so much and we truly appreciate your business. Did you order dessert?
If the customer says yes, the manager will ask what it was and then choose another dessert on the menu and make this remark. Oh, you didn’t try the cheesecake?” Customer shrugs. “No we didn’t.” The Manager pulls out a card. “Oh, next time you got to try the cheesecake”. Writes “free cheesecake” on a card and tells them to bring the card next time.
If the customer has a green napkin, the manager as well as other staff members will acknowledge them and say, “Welcome back!” or Nice to see you again.” The manager can still give them a coupon or offer a free appetizer to thank them for their loyalty.
Suddenly, this isn’t about dinner…It’s about making sure they can’t stop thinking about feeling special and coming back – and bringing a friend. See what the manager and staff just did? They created an opportunity to build customer loyalty. It’s not just about the food, it’s all about the experience and treating customers like they are special. Not only does the customer feel special, tell others about their experience but will come back again to use their free dessert card. And of course, spend more money with the restaurant.
However, you’re probably thinking, “But I don’t have a restaurant… how does this work for me?” Let me give you the simple strategy that applies to every business. Every size. You don’t even need a massive budget to make this work for you too. Your customers will scale your business for you.
Plus it by One- Give Them Something To Talk About
Many of you have heard my programs and how I talk about Walt Disney’s philosophy of “Plus it by one”. It means providing a little extra in the experience. What can you do to exceed the expectations of the customer experience. It could be giving them a little extra service, time or attention. The same for other family members, children or even their pets. The Red Napkin Table dessert is a great example.
Disney will provide a “It’s my Birthday!” button for people celebrating their birthday to wear on their shirt while vising the parks or resorts. To the Disney cast members, it prompts the response of…”HAPPY BIRTHDAY!” when coming in contact with that customer. I mean, EVERY cast member says “HAPPY BIRTHDAY”! The guest can’t help but feel special.
Every business can do this. Talk about it among your staff and fellow teammates. Ask what we can do to make our customers feel special. Be creative. It doesn’t have to cost a lot of money. Make it fun. Reward your staff and each other when demonstrating it. The goal is to give your customers something to talk about to their friends and family. Make your customers ambassadors for your business.
Creating and building customer loyalty is not that hard. If your customers aren’t telling people about your business in the first 24 hours…You’ve already lost. If they’re not quickly coming back or using your product multiple times…They’ll forget about you. That is why starting relationships, engaging and making your customers feel special will turn your customers into raving fans, tell others, reduce advertising expenses and build customer loyalty for life. Now that is “MAGICAL”!
Need help with creating Customer Loyalty, Leadership, Employee Experience Strategy to serve your customers and blow away your competition? Contact John today for a FREE Strategy Session Call or let’s talk about an affordable training workshop for your team. It might help you achieve the profits and goals you always dreamed of. Contact John at info@johnformica.com or (704) 965-4090.
John Formica is America’s and Australia’s Customer Experience Coach, team culture experience expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.