Giving your customers the ‘experience’, not just the service

by Anne Clark | Sep 2, 2021 | Business

‘Do what you do so well that they will want to see it again and bring their friends.” Walt Disney

There is a big difference between customer service and customer experience. A customer experience is that memorable occasion that has them bragging about their experience, referring your business and returning for more.

Today, anyone can deliver customer service, but not everyone bothers to give his or her customers the ‘experience’.

So what is the ‘experience’ about? It is the little gestures. We often hear how people remember the simplest things, and how the simplest gestures can make a huge difference to someone’s day. It’s in the detail. Details can have a huge impact.

Here are 4 ideas you can incorporate into your business to give your customers’ the experience.

A handwritten note

Sending something to a customer such as a product or welcome pack, include a handwritten note. They never go out of fashion, and they do make someone’s day. It also show they matter to you, and are not just a number.

Email Responses

If you are always out and about, set up an email auto-responder advising your customer of when they can expect to hear from you, eg: ‘Thank you for your email, I’m currently attending to some errands and will respond to your email with 24 hours.’ This way they won’t feel like their hanging, or wondering if you ever go their email.

Thank you package

If you are a professional or coaching services when signing up new clients, send them a welcome/thank you package, make it about them but branded about YOU! Or if someone is buying a service from you, include business branded lollies, thank you card, postcard, or token gift.

Birthday Cards

Send your clients a birthday card to let them know you’re thinking of them on their special day. There are online services you can use that will do this for you if you’re too busy to send handwritten notes. However I would recommend sending handwritten cards, just do them all at the start of the month and then post them at the relevant time. Image how touched your client will be when receiving them.

Psst….also a great way to remind past clients you’re awesome self is till there if they need you!!! (wink wink)

“The goal as a company is to have customer service that is not just the best but legendary.” Sam Walton, Wal-Mart

Profile them

If you are a service business that is seeing your clients get amazing results. Invite them to be featured in your blog or podcast, and interview them. This has two benefits, one your client feeling touched you want to share their success with the world, and two help increase your business credibility. With you and them sharing their interview on social media helps increase both parties exposure.

An important ingredient to remember is your customers are what keep your business going and growing! They are part of your revenue stream, and they are also your business advertising. An amazing experience has them talking, and the smallest gestures can have the biggest impact.

“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” Jeff Bezos, Amazon

What in your business do you think you could include as a customers ‘experience’? Remember this is something above your customer service.

Do you have any other ideas we could add to the mix to help each other out, post them below. We’d LOVE to hear.

10 steps to ensure you correctly take risks in your business

by Anne Clark | Jan 21, 2021 | Business

One of the biggest blocks business owners face is not willing to try something new or take a risk. Some of the best risks do pay off. Taking a risk is about doing something in your business that truly resonates with you and that you are confidently willing to try to see how your audience feels. It doesn’t mean doing things that you don’t wholeheartedly feel is right.

Tony Robbins says

“If you do what you’ve always done, you’ll get what you’ve always gotten.”

For business owners, sometimes taking risks can just feel overwhelming and another added pressure they don’t want to deal with. But risk isn’t a big ugly scary thing, risks can be small steps towards an end goal. Taking risk is about trying something new to see how it’s accepted or not accepted by your target market.

Stepping outside your comfort zone and trying a new thing in business can actually be an exhilarating journey and one that has you asking why on earth you never tried it earlier.

In taking risks it’s about ensuring it’s done in a practical and safe guarded manner.

Being patient

For heaven sakes, taking a risk isn’t about taking your clothes off right this minute and running the streets naked. It’s about patiently waiting for the right time for YOU and when it feels right take the leap.

Be aware that any setbacks or blocks are not ones you’ve created because you’re scared of failure. Remember it’s better to have tried than live with the regret you never tried.

Having risk assessment plans

What if? It’s a bit like planning for an event, whilst it might be a glorious sunny day, you still make sure you have a contingency plan for ‘in case it rains’. Back up plans are smart and strategic. They help eliminent any panic and reduce your stresses because you know you have it covered….just in case.

Gather your intel

Don’t just do something without at least doing your research on potential risks, what your audience possible reactions may be and how you can counter-measure them. Gathering intel can be in the form of surveys with your target market, or market research to see what the latest trends are.

Identify your variables against your controls

As with many projects there are some risks that are 100% controllable and others that are variable and non-controllable. Doing a risk assessment plan should enable you to clearly identify possible solutions for all.

Be ready and willing to step outside the norm

Take a deep breathe and be okay with doing something outside of the norm. We are always looking for the next best thing and you might just have it. So no more thinking inside the box. Go on, you CAN do it.

Financial backing or fallback

Perhaps your idea is needing financial support, think about how you can fund it if you personally can’t pay for it all yourself. Perhaps a loan, if you believe in your project, and are will to back yourself with a loan then why not talk to your banks. If they believe it’s a good risk, and they’ll do their own risk assessment, then provide the financial support. However, be aware of what you’re up for if it goes south!

Doing it alone versus bringing in a partner or investors

Sometime business owners can feel it’s just too overwhelming to do it alone, so consider others who might benefit in the project (how are not a competitor to you business) to join the venture. Psst….don’t forget to make sure an agreement is signed and all is protected, so don’t share anything with anyone without having legal protection for you and your idea.

Safeguards

Of course, depending on your idea do you need to speak to your insurance provider for extra coverage for this project. As it might not fall within the scope of your current insurance. Insurance adds the extra security that you are covered for the worst possible scenario. It adds great peace of mind.

Taking your time

Don’t rush things because everyone else says it needs to be there yesterday. When you feel you have everything covered and are ready to go, then go for it. You are the one it will fall back on, not those telling you what to do.

Assess

Every step of the way you should be assessing and re-assessing how the projects is progressing to ensure you are clearly identify any ‘changes’ that might have occurred or any unexpected obstacles.

AND, make sure you enjoy the ride. This is your adventure and one risk you might come to love and encourage you to take further for the love of your people!

Risk assessments do not just apply to one area in business, it applies to ALL areas. Consider adding this to your ‘To Do’ list as a priority and conduct a full risk assessment of your business. You might learn some amazing things about you and your business that you hadn’t realised.

You can find out lots of information on these websites.

www.riskmanagement.com.au/

www.standards.org.au/

www.safeworkaustralia.gov.au/

https://www.saiglobal.com

60 Inspirational Australian Women Quotes

by Anne Clark | Jul 2, 2020 | Business, Inspiration, Life

Be inspired by 60 Australian Women. These ladies are from all walks of life, from stage & screen, to golf and politic. I hope you find them as inspiring as I do.

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10 Steps To Help You Control Toxic Business Relationships

by Anne Clark | May 28, 2020 | Business

Business relationships are just like that of any other relationship, they need to be continuously worked at, you should never take them for granted and you should treat it with the respect it deserves. However, the reality is some relationships can be very toxic. You might be showing the signs and not even realising it. Are you finding the minute you see an email has arrived from them you’re cringing or feeling overwhelmed?

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6 ways to look after your existing customers

by Anne Clark | Feb 17, 2020 | Business

As businesses owners we focus on growing our business and getting customers in the door. How we love a new customer!!! Then there are time when we are faced with the challenges of trying to gain more customers, and what we are forgetting and neglecting are our pre-existing customers. We most definitely should not be neglecting those amazing customers we already have.

Yes, focus on bringing in more customers. BUT don’t forget those that are already there and love who we are.

Perhaps you struggle with ideas on how to look after those customers. Here are 5 simple, yet very effective, ideas to help you keep those customer you have smiling and feeling loved.

Send them a birthday message

Today is my birthday and I received an email from Business Chicks wishing me a happy birthday and it made me feel great and loved!
Offer a birthday gift or discount

At the start of the month send an email to those on your mailing list who’s birthday is within the month, offer them a $20 voucher towards their next purchase. I received some from Kikki-K, Tony Bianco, Oroton and others. Yes, of course I went shopping, and I spent more with them.

If you are in the wedding industry, then make sure you are marking those wedding dates so you an congratulate the couple, and touch base with them on their anniversary. For example: A wedding venue like winery, send the couples that were married within the month an anniversary note and a complimentary champagne or monetary value towards a meal back at your venue. A couple is most likely to take the prompt to book a weekend away with their spouse, which would mean a returning customers and a happy customer to tell others about you. AND, if it’s a big anniversary, e.g.: 10 years, 20 years, 25 years…then offer something a little more and plant the idea of renewing their vows.
A personal note

Send your customers personal note advising of new products or services you have introduced they might love.
A VIP night or event

Customers love to feel special, so create a special event for pre-existing customers. Make them love you more!
Discount or Loyalty Cards

If you are a retail shop and you have customers visiting, create a loyalty card. Either points to be collected, or every time they make a purchase they get a stamp or mark towards a freebie. e.g.: For a hairdressers, each appointment get a stamp, and the 5th appointment get free.
Referrals

If a client is referring others your way, why not send them a gift. For those who don’t have time to be running out to buy gifts and then post them, send them an electronic gift, like a book voucher.

What things do you have in your business to keep your customers coming back? I’d love you to share them below.

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