So, you are in business selling travel. Let me ask you a simple question…”What is your primary responsibility to your clients?” Is it to make sure that the payments are processed in time? Is it to follow up with them when you say you will? Is it to make sure they have all the brochures, links and PDF files to make their decision? Is it something else? Let me bring this down to the lowest common denominator for you.
It is your responsibility to make your clients, customers and guests feel special. It is that simple!
Now, here’s how you do it.
Decide what response you want to hear when you ask your clients: “How was your experience with us?”
Here are a few possible replies:
- Not bad.
- I enjoyed it.
- Could have been better.
- Could have been worse.
- Exactly what I had in mind.
- Nothing like I had in mind.
None of these replies are satisfactory.
Here is what you want to hear when asking the question
If these three responses are the only ones that satisfy your customer service requirements, then you must deliver the service that will result with these three responses.
Know the intended result. Then make it happen. No wishing. No hoping. No flying by the seat of your pants. If you want to hear “incredible”, give them “incredible”. If you want to hear “fantastic”, give them “fantastic”. If you want to hear “great”, give them “great.”
Today, consumers expect poor service. They appreciate good service. But it is only with GREAT, FANTASTIC and INCREDIBLE service that loyalty, trust and relationships are built.
Mike’s Inner Circle: Join my Inner Circle for 2012 and I will help you find the magic. Allow me to look over your shoulder and I will help you (1) Sleep better at night, (2) have more fun growing your business, and (3) put more money in your bank account. Ask for details … firstname.lastname@example.org