Last week, these were my questions:
- How can you make your customer’s experience consistent every time they buy from you??
- What can you do today to retain your customers’ loyalty??
The answer is simple; it is only by creating an unforgettable experience, every time your customer has a contact with you, from looking at your website to entering your shop, to paying the bill that you will retain your customer’s loyalty.
Do you still get all those questions asked by your children, Mum/Dad how do you make milk? how do you make cheese? how do you make honey?? Well that’s a good question, so I thought I’d help you with a very simple way to explain that one…
There are some bees which are called “forager” bees, they drink the nectar from the flower, and then store in what’s called their honey stomach, which is different from their food stomach.
The forager bee then takes the nectar back to the hive, and pass it on through its mouth to a processor bee, who adds an enzyme called “invertase” every time they regurgitate their nectar, and take it into a hexagonal wax cell. The honey is still a bit wet, so they fan it with their wings to make it dry out and become stickier. When it’s ready, they seal the cell with a wax lid to keep it clean. In order to make just 500g of honey it takes a team of 10,000 bees who have to visit two million flowers!!
The honey may be better one year or has a different flavour, but this is only because of the flowers that the forager bees have been taking the nectar from, the honey making itself uses the same process over and over again and this for generations.
In your business environment, this should be exactly the same; the processes in place to provide Excellent Customer Experience should be same, you want that consistency so your customers know and trust that you will deliver great service every time they come to see you. You need consistency not just for your customers, also for your employees. Once you have set standards, you can then train them to those standards, they will then have the tools to actually deliver that Excellent Service that you need in your business. They will have the knowledge and the confidence to go and excel in their job.
- So, how can you become the creator of your Business Customer Experience?
- Which standards can you set, today, to give your employees the tools to provide Excellent Customer Service?
- What can you then do to ensure that the standards set are being followed?