Everyone loves to be pleasantly surprised, charmed, and delighted. As you know, delight occurs when we encounter unexpected pleasantness.
It’s when we involuntarily say, “Wow, I did not expect that. Thank you. I love it.”
Here are three ways you can delight your customers:
- Empower them with knowledge
- Be consistent in your words and actions
- Follow up after the transaction
Empower them with knowledge
Here are two avenues to empower your customers with knowledge.
Product/Service Education
Help them understand the difference between good products/service and bad products/service. Show them the short-term and long-term results of it also.
Process Education
Another way to empower them is by telling them what to expect at each stage of the process when dealing with you. Most of our fears and anxieties arise from the unexpected, not knowing what is going to happen next.
When the customer knows what to expect, they’ll be calm and feel in control of the situation and the process. This essentially makes your job much easier.
Be consistent in your words and actions
I learned this a decade and a half ago, and it’s stuck with me ever since.
Commitment to consistency develops emotional stability.
Now that you’ve told your customer how your process works, and alleviated their anxiety, follow your process to the T. Ensure there is no deviation.
Do this and your customers will love you.
Follow up after the transaction
We’ve all experienced this. We buy a car, a lawn mower, or take our computer to be fixed somewhere. Once the transaction is completed, we never hear from the company again.
But what if you did?
What if they called to check on you, make sure what they sold you is still in top condition and works just as well?
Wouldn’t you be delighted?
In Conclusion
Consider taking some time to figure out how you can incorporate some unexpected pleasantness in your business.
Just an idea. Think about it.