What can you do to cause your customers, clients, members, patients or guests to want to continue to do business with you? What can you do that sticks out in their minds and makes them want to come back to see you, refer others and give you their business?
Just as first impressions are memorable, so are last impressions. People carry their feelings and emotions with them when they leave your business and this will impact their choices the next time they need your products or services.
How do you want your customers to feel after they do business with you? What do you want them to say about you? How do you want them to describe their customer experience?
In my workshops and training, I often ask the participants to answer these three questions:
- How do you want your customers to feel after having contact with you?
- What do you want them to say about you?
- How do you want them to describe their experience with you?
Stop reading a moment, take out a sheet of paper and write your responses to these questions. It will force you to think about your customer experience.
Not long ago, I was working with a client and conducting a training program for their staff when we were discussing their vision and mission statement. I then ask them to write out their exit statements. I asked them to visualize an impartial person standing outside their business entrance and asking each person leaving their business this question, “How would you describe the customer experience you’ve just had?”
What do you think your customers would say? I then handed them index cards and they wrote down their responses. It was certainly a reality check for them. It made them think differently. One participant said, “If I want my customers to feel a certain way after leaving, it is up to me to make sure they have a great experience while they’re here.” BINGO!
How To Make The Best Last Impressions?
- Thank Your Customers For Coming In Or Contacting You.
You should always cheerfully express your appreciation whether people buy from you or not. This sets the stage for a positive response for future business and referrals.
2. Ask Them To Return Soon.
The restaurant hostess, retail clerk, cashier, flight attendant, receptionist, security guard or dental assistant should take the time to say, “Thank you for choosing us…and please come back and visit us again.” Or, “We look forward to seeing you again on your next visit. Thank you!” These statements will make a strong impact. I don’t know about you but I rarely get responses like that and it doesn’t make me feel good to return. How about you?
3. Leave Them Wanting To Return
When customer-focused caring attitudes are shown through your actions, customers will have good feelings and memories about you and your business. When your attitudes are right, your actions towards your customers and their experiences will usually be right.
Your customers are becoming more demanding and they certainly have that right to be. Your customers now have more choices as to what they buy and who they buy from. This can be a positive opportunity if you focus on your customer’s experience and make their last impression a magical one as well. Try it!
Need more help or staff training to enhance your customer experience that will increase business and build customer loyalty? Contact John today! info@johnformica.com or (704) 965-4090.