How Can You Impress Customers?

foreign
customer service and experience expert
and today I'm going to discuss how to
impress your customers so we have the
privilege and honor of working with some
amazing clients and one of them asked us
to work with her team on a customer
experience initiative that included
every Company employee and one of their
regular assignments is for employees to
share examples of how they created an
amazing customer experience what I refer
to as a moment of magic for either a
customer or a colleague and they do
short write-ups and share them with
their managers so here's a great example
of the power of this exercise now the
client is a travel company and they had
a VIP client that had worked with them
for more than 20 years this person had
an agent Katie referred to as a
relationship manager and he asked that
she make a hotel reservation for a trip
to Europe to work on a very important
legal case now Katie knew that he had a
trip to Europe so she she surprised him
with a unique gift that she explained
would do much more than a bottle of
champagne or a bottle of wine which is
the typical room gift her agency sent
her VIP clients instead she arranged for
a pair of boxing gloves to be placed in
his hotel room when he arrived with a
note saying knock them out now the
client wrote Katie a thank you note
here's how it went I had a busy day as
you would expect but this is the most
thoughtful and creative present I have
ever received and after a long day I
can't stop laughing the gloves are going
in a glass box and will be kept in my
house with your card so I can look at it
every time I have a fight on my hands
Katie you have no idea how this made me
feel thank you
wow the client referred to this as the
most thoughtful and creative present he
had ever received now there are several
lessons here number one surprise
appreciation it's nice to surprise a
customer with a gift for the right
reason it doesn't have to be extravagant
but it needs to show you care it just
has to be unexpected appreciated and
ideally memorable number two make it
unique it's customary for the travel
agencies to send clients a surprise
welcome gift in their hotel room it's
usually a box of chocolates a bottle of
wine or something the hotel can provide
well this gift was unique and at the
same time very appropriate it's doubtful
that Katie will send a pair of boxing
gloves to a client again unless there's
a perfect reason to do so and number
three the note is very important Katie's
note had just three words but they were
the right three words it proves Katie
was listening to her customer that's why
her title is relationship manager now
remember that gifts don't have to be
extravagant to impress they have to be
appropriate and meaningful so I hope you
enjoyed this short lesson thank you so
much for tuning in this is Shep hyken
reminding you to always be amazing