The Little Big Secret of Extraordinary Service: How to Turn Customers into Raving Fans

Word-of-mouth: the gold standard of marketing, yet often elusive. 

What makes customers go the extra mile and sing your praises? It's not just about good products or competitive prices. It's about that extraordinary service that leaves them feeling valued, understood, and like you genuinely care.

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Remember, the difference between ordinary and extraordinary is just that little bit "extra." Let's break it down:

My personal story: My recent quest for new running shoes perfectly illustrates this point. Sore calves had me blaming faulty footwear (definitely not old age!). At a local store, two sales assistants went above and beyond. They had me walk barefoot (suit trousers rolled up, mind you!) and engaged in a lively discussion about my needs. The result? Perfect shoes, zero calf pain, and a loyal customer ready to spread the word.

This experience highlights two key things customers crave:

Quality Core Service: The product or service has to work flawlessly. This is the baseline, not the gold medal.

Friendly, Caring Service: Feeling acknowledged, listened to, and cared for as an individual. This is the secret sauce that unlocks extraordinary.

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Here are six simple steps to add that "extra touch" and turn customers into brand ambassadors:

1. Master the First Impression:

Face-to-face: Smile, make eye contact, and exude warmth.

On the phone: Greet with genuine enthusiasm and let your voice convey friendliness. It's not just what you say, but how you say it.

2. Be Authentically Warm and Friendly:

Everyone appreciates a positive vibe. It creates a welcoming atmosphere and makes interactions smoother.

3. Remember and Use Names:

A person's name is music to their ears. Using it shows you value them as an individual and fosters connection.

4. Actively Respond and Acknowledge:

Don't let comments go unheard. A simple "Yes," "I understand," or "That's interesting" shows you're engaged and listening.

5. Practice Active Listening:

Resist the urge to interrupt or formulate your response while they're speaking. Focus on their words, tone, and body language. Show genuine interest through attentiveness and nonverbal cues. On the phone, occasional verbal confirmations like "uh-huh" or "okay" keep them engaged.

6. End on a Positive Note:

Leave a lasting impression with a friendly farewell and a relevant, personal touch. "Enjoy your new shoes!" or "Wishing you happy runs!" are small gestures that make a big difference.

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Remember, extraordinary service isn't just about being polite. 

It's a strategic move that builds trust, loyalty, and word-of-mouth advocates. Go beyond the basics and create service that sparks customer enthusiasm and fuels your business success.

By adding that "little bit extra," you can turn satisfied customers into loyal fans, forever singing your praises and driving your business to new heights.