Delivering Magic to Your Customers - Pt I
March 31, 2017
In the first edition of the Provider Spotlight series, we featured an inspired
conversation with fitness professional Andre Le Brocquy, in which he
touched on the importance of having a well defined plan for personal and
professional growth. He also addressed the notion of providing "magic" to
customers, a notion we found important enough to cover in this post.
It's a concept that we've found applies to anyone working
directly with customers - ourselves included, in the way we think about
delivering value to the Hively user and provider communities.
Covering the Basics
Doing your job - well.
This first one goes without saying. As a service provider, you need to do
your job, and do it well. Hively prides itself on the quality of the care
delivered by its Partner Community, and we hope you do to :)
Providing the Gift
Exceeding customers’ expectations.
Manage customer expectations by going above and beyond whenever
possible. This can start with simple things, like keeping clients informed
before and/or after your visit, or following up to check on their status
following a fitness session. Exceeding can also take the shape of an added
extra, like offering an occasional discount, or an insightful suggestion about
a practical cleaning product they may not know about.
Your customers will appreciate such gestures, and will be even more inclined
to work with you on a regular basis. Keep in mind that loyal, and satisfied
customers tend to share their pleasant experiences with their networks, and
the more they like a service provider’s work, the likelier they are to
Creating “wow” moments.
A "wow" moment doesn’t stop with a discount or by providing excellent
customer service. It’s about an act of genuine care. From a simple but
heartfelt thank-you note to a small gift from a place that you love, a gesture
of kindness to show gratitude towards your returning customers will make
them feel valued, and will keep them coming back - again and again.
That’s the magic. Small but heartfelt actions that help you stand out in the
eyes of your clients and their entourage. Indeed, don't forget to
consider your clients' loved ones, and find ways to deliver value for them as
well. Ideally, find out how to leave an impression that lasts well beyond the
moment you check out. This is the concept of a "leave-behind": a souvenir or
a memory of sorts that has your customer talking about you favourably after
your visit. In no time, he or she will be singing your praises to his or her
circles of trust, which might well lead to more customers for you.
Look out for the next post, in which we'll
cover some of the most effective, impressive and most
importantly, applicable ways that we've seen this done :)