Do you feel comfortable when asking your customers, “How was your experience with us?” Here is a better question: Do you even ask your clients about their recent trip? I am betting you don’t. And the reason why you don’t is because you are afraid of the answer. Am I getting close?
In a number of cases, you should be hesitant. The truth is that you are in total control of this answer. It is up to you to make your clients, customers, and guests feel very special. If you want a reply that will make you smile and feel good, do what needs doing to make that smile appear more often than not. It really is not much harder than that.
Here is how you do it:
You first must decide the possible responses to your inquiry. They might include:
- 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 the above responses float my boat. Yours? They are exactly what you don’t want to hear.
Here is what you do want to hear. You want to hear GREAT! INCREDIBLE! FANTASTIC!
Question: “How was your experience with us?”
Answer: GREAT!
Question: “How was your experience with us?”
Answer: INCREDIBLE!
Question: “How was your experience with us?”
Answer: FANTASTIC!
If these heart-felt replies are the ones that will satisfy your personal customer service benchmark, then all you have to do is deliver the service that evokes this type of response. It is as simple as that.
Here is how you do it:
First: Know the intended result that will bring the response you are seeking.
Second: Do what needs doing to make it happen. No wishing. No hoping. No “winging it.” No flying by the seat of your pants. You want to hear “great?” Give them “great.” You want to hear “incredible?” Give them “incredible.” You want to hear “fantastic?” Give them “fantastic.”
People expect “poor.” They appreciate “good.” But it is only with GREAT, INCREDIBLE, and FANTASTIC that loyalty, trust, and relationships are built.
Now that you know the answer and know how to do it, go out and make yourself smile along with all of your prospects and clients.
Mike Marchev is always looking for a few more proactive travel professionals to join his Sales and Marketing Club. Send for details.
