Delivering Magic to Your Customers - Pt II
May 19, 2017
Here are long-awaited examples of effective and applicable ways to deliver
on the “magic”: small but heartfelt actions that help you stand out in the
eyes of your clients and their entourage. To keep them coming back - again
Customer retention requires the right balance of great service, word-of-
mouth, your customers seeing the results they want, and building habits
together that keeps them coming back. This is crucial, because no love lasts
forever: you just have to help your customer fall in love with your services
over and over again. Below, you’ll find examples of the something we’ve
mentioned before: the ‘magic’. These are the little extra steps you can take
to ensure your customers feel extra comfortable entrusting you with their
home, their loved ones, or their fitness needs - for the long-run.
I. Always over-deliver
Effort is remembered, and it is rewarded - so the service quality you provide
must stand out, and consistently so. This will usually determine whether
customers come back or begin looking elsewhere. So go above and beyond -
and they’ll never forget it. The more energy you commit for a client, the
likelier they are to rave about you to their friends, family, or colleagues.
Cleaning: From reassembling messy newspapers, aligning toiletry items on
the bathroom counter, opening the curtains, or lining up shoes along the
baseboards, going above and beyond can be achieved in many ways around
Pet care: Showing up with treats or toys for your clients’ pets is a nice way to show you care. But leaving a little treat for your client every now and then, such as a written note with a short outline of your walk’s itinerary, quick details of their pooch’s interaction with its new dog friends or any other funny or relevant anecdotes.
Childcare: Planning arts and crafts activities can be a creative and interactive
way to keep your young client(s) entertained and occupied, and if done well,
may yield lovely little surprises for their parents once they get home.
Fitness: Scheduling standard progress checks, and keeping good track of
improvements or regressions for comparison is invaluable - and something
you’ll be able to do directly from your dedicated customer profiles in your
personal Hively dashboard.
II. Stay ahead of the curve
Try to anticipate clients needs. Pay attention to things around the house, and
provide proactive reminders, if for example, you notice that some equipment
is close to running out. Once Hively is live, you'll be able to notify your
clients seamlessly and directly through the messenger feature.
Cleaning: From cleaning products to toilet paper, leaving your client a
message to let them know they need to refill their stocks is thoughtful and
Pet care: Reminding your clients about making routine appointments to the
vet is a great way to show your head is in the game.
Childcare: Checking the next day’s weather and preparing a child’s clothes
accordingly, before parents get home is the mark of an A-list sitter.
Fitness: Messaging clients with regular workout reminders ahead of time,
especially if you know they’re the type likely to skip out on them shows
you’re invested in their fitness goals - even when you’re not around.
III. Personalised Surprises
Well thought out gestures can be a small blessing for the clients you treat.
Instilling positive impressions by delivering the unexpected - a little treat
here and there that is out of the common. From Christmas cards during the
holidays, birthday notes on the big day, or a little mystery parcel with
sweets, these are the little touches that leave lasting impressions.
Cleaning: Paying attention to where a client stows their favourite mugs or
how they like their beds made etc. can be an immense convenience for them,
facilitating how they live their life at home. But take it a step further, by
leaving a little treat (like candy you know they can’t resist) in a place you
know they’d look, or on their pillow - it should have them thanking you,
long after you’ve left.
Pet care: Pet owners are mad about their pets - gifting them finely printed
picture of their pet enjoying a nice walk in the park now and then would win
over just about anyone.
Childcare: The pet example is just as relevant here: leaving clients polaroids
or printed pictures of their children, is a move any parent would love.
Fitness: Preparing the occasional personalised nutrition plans for your clients
can require a little effort, but shows you’ve taken note of their diet
preferences, or dislikes. Surprising them multiple times a month with a
weekly menu, or a workout playlist made with them in mind is the perfect
kind of treat.
As you meet new customers, pay immediate attention to their little quirks
and habits, and start catering to them by incorporating them to your routine.
Through good attention to detail, you can learn their personal preferences,
reproduce, or cater to them each time. Helping them maintain familiar benchmarks will quickly make you a guardian of their personal space. And
adding little surprises to the mix will ensure they keep coming back. One
positive experience at a time, they’ll see you as the one who makes a
difference to their everyday.