How do you make yourself so valuable to your customers that they could’t think of doing business with anyone else.
The following ideas from Tomas Lydahl will help you become a trusted advisor and help create that WOW experience for your customers.
I have always had perfect 20/20 eye sight, until a few years ago when I woke up one morning and had a hard time reading an article in a magazine. I couldn’t understand what the problem was. I thought I had an eye infection or something in my eyes because my sight had always been perfect.
My sight eventually got worse and after fighting it to the bitter end, I finally gave up and bought some reading glasses. I try to remember to bring them with me everywhere, but there are times that I forget or I don’t think I will need them.
For some reason, I seem to always forget to bring them when I go to a restaurant; and my arms are no longer long enough to make the text on the menus readable. It is very embarrassing to ask the waiter or the company I am with to tell me what’s on the menu, but I have to if I am going to eat… unless I am at the Macaroni Grill in Fort Myers, Florida. They have reading glasses right next to the menus at the hostess stand. WOW! This service goes beyond their product (serving food) and shows that they anticipated their customers’ needs.
I have always liked eating at Macaroni Grill, but I didn’t actively refer new business to them. Now I tell everybody about my experience in Fort Myers. (If they had just served good food, I wouldn’t be raving about them!)
How do you anticipate your customers’ needs? What value are you creating beyond your product or service? How are you differentiating yourself from your competitors?
All customers need help with something, and it is up to you to find out in what other ways you can help. Simple questions like “What are your biggest challenges right now?” or “In a perfect world, what would your company look like?” can reveal tons of information on how you can help them.
Each time you can help your customers beyond your products and services, you increase your value and your customers’ loyalty to you. This is the start of becoming their trusted Advisor, which is the ultimate relationship you can have with a customer. Imagine having customers calling you to get your input on how to better their company!
Here are some tips on how to get started with the customers you already have:
1. Call them and book a meeting with them (in person if possible).
2. At the meeting, tell them that your highest priority is to help them become successful in any way that you can.
3. Ask them what you are doing well and how you can improve (or other ways you could help).
4. Ask them about their biggest challenges right now.
5. Identify what kind of contacts could be useful for them.
6. Identify their sales process to their customers and see if you can help them in any way.
7. Identify their ultimate customer and look in your contacts to see if you can find new customers for them.
8. Make sure they use your product or service in the most productive way. Spend a day or two with them. (This will also help you identify other areas where you could possibly help.)
9. Make sure your personal relationship is as strong as it could be.
10. Identify areas where you can help your customer in his/her personal life.
Do this and there will never be a reason for your customers to ever look at your competitors again.