Getting customers to leave with the thought of “WOW” is a goal, or at least should be a goal, of every company. When you leave them with this type of impression, they are likely to come back and tell a friend or ten. You don’t have to be some kind of mind reader, but you do have to follow a few specific and helpful tips to give your customers the “WOW” experience they deserve.
Why is the “WOW” experience so important?
Your industry, like most, is highly competitive and you need to stay on top of your game. Setting yourself apart from the competition isn’t easy, but it can be done through providing a “WOW” experience. Most customers will actually pay a little bit more if they know the experience will be far better than with a less expensive competing company.
Businesses looking to gain more customers and turn them into life-long buyers, need to provide a “WOW” experience. Here are a few ways you can surprise your customers with the “WOW” experience they deserve.
Your Tone of Voice on the Phone
You and everyone working for you represent the company when they talk on the phone. If the tone of voice used isn’t confident, friendly and pleasant, it won’t provide the experience your customer deserves. You need to make sure the tone of voice on the phone is always pleasant.
Along with the tone of voice, an attentive ear is necessary to provide the “WOW” experience. When you listen to your customers, you can provide the perfect solution for their needs. Those not listening as well will often ask customers to repeat things they shouldn’t have to repeat.
Follow-up emails and calls are very powerful. When you follow-up through email and over the phone, you are providing an additional service and experience. This is necessary when you have forgotten to ask something, find a change in the order or just want to provide updated details or a reminder.
Email follow-ups are also important, but not as personal. However, if you just talked on the phone, an email with the details of the conversation can be very helpful. This provides a reference of the details and shows how well you were listening.
If you really want to “WOW” your customers, send them handwritten cards for any good reason at all. This is a gesture often forgotten about today and many customers will see the effort you’ve put in to impress them. You can send these cards for birthdays, anniversaries or just to remind them that you are ready to take care of their needs.
Overall, you need to make sure the customer is the center of attention and you do everything you can to provide a great experience. Whether this means hiring virtual receptionists to cover your phones with a pleasant tone of voice or using them to handle your follow-up calls, you need the right tools in place to provide the “WOW” experience.