QUICK! DON'T MAKE A MOVE!
So glad I caught you before you continued reading! I need to ask you the following question…and I really need you to think on it harder than a Mack Truck flattens a cupcake.
Ready? Alrighty then, imagine the following.
Your most….treasured goodie.
- It could be your favorite LL Bean blue housecoat that you've had now since 1990.
- It could be instead the Irish crystal goblet from which you drink when you're celebrating a new sale!
- Maybe instead it's your favorite dish cooked exactly *your* way by the chef down at the corner.
Whatever it is, it's *yours*.
It's special.
It makes you feel warm and fuzzy deep inside!
Got that image crystal clear in your mind?
Great! Now imagine…
Someone comes up to you and offers you something that's just as good….for *less* money.
Do you jump for joy and scream to the heavens, "Jeepers! Let me at 'em!"
Or do you secretly smile to yourself and say, "No thanks, I'm thrilled with what I already have?"
Hmmm?
Chances…you'll stay faithful instead.
Faithful, that is, to what has given you years of pleasure already.
Tell me now (I know, you've been waiting for the question!):
Do your customers feel the same way about *you*?
With that as an introduction, let me turn the stage now to my good friend James T Kirk.
And no, not this guy:
but this one.
You remember James, right?
The intrepid space captain who not only always saved the day, but also caused whatever female carbon-based life form to fall madly in love with him as well?
I was lucky enough to be deprived of coffee for over (get this!) 23 seconds, which created the following caffeine-withdrawal interview. And of course, the answers you read below are 100% authentic and verifiably from my mind. Honest!
Me: So James…
JTK: Jim. Call me….Jim. Because coming from such a magnificent woman like you, it's sounds… special. Like the trills of tribbles as they sing in the moonlight. It must be your sexy, seductive voice.
Me: Right. Jim. So Jim…
JTK: Did I mention how lustrous your shining hair is? Is it as soft as it looks?
* * * * * * * * * * * * * * * *
Me: Right. Can you tell me just how you manage to secure the slavish admiration your fans are known for?
JTK: Certainly! From the instant I see them, they become my total focus! Their lustrous shining hair, their seductive personality, their utter magnificence. I merely show that they're the center of MY world.
For the moment, that is.
Me: How can others do the same?
JTK: They can't. They shouldn't even try. There's just one ME…one ME that I'm craving to give to YOU. I don't offer that to everyone, you know.
* * * * * * * * * * * * * * * *
Me: So what you're saying is that instead of trying to be like you, they should focus on their own unique attractions instead?
JTK: No. I'm not saying that at all! Instead, I'm saying, they should focus their attentions *solely *upon their, how shall I put it, future networking opportunities .
You want the….sale….you have to give your customers a memorable, mouth-watering incredible experience….starting with the first engaging "Hello" and going from there.
Me: Where does it end?
JTK: It never does. You're with them…forever. In their hearts, that is! You powerfully touch their souls so unexpectedly that they'll always consider everyone else….second best.
* * * * * * * * * * * * * * * *
Me: So you're saying that once someone is a customer, they're your customer for life?
JTK: I don't have customers – I have slavish adoring fans. But yes, since you're writing in a marketing blog, your analogy utterly appropriate and beautifully described. You really have a talent for interviewing, don't you?
Me: I try. Can you tell me some of your other hidden secrets? And as we're pressed for time, how about 3 ideas?
JTK: Wouldn't you much prefer to see them in action instead? My testimonials are legion.
* * * * * * * * * * * * * * * *
Me: I'll pass this one time but thanks, You were saying?
JTK: You bruise my heart but I'll stay ever hopeful! You can tell your readers the following.
One.) Be a hero to your customers.
JTK: Women always flock to me on strange bizarre new worlds because I always show up at the right time with the right solution (ie, I save their lives right before doom and destruction befall upon them!). They take one look at my huge confidence, my stalwart presentation, my hard decision-making abilities and they know – they can trust me with their most precious possession imaginable.
Takeaway – Help your customers solve their problems and make them so comfortable, they'll be happy to use their own name in recommending you.
When you make things right for them, you've plain and simple saved the day…and they'll want to share their good fortune with their friends. How can you beat that? Personal customer testimonials rock!
Two.) Make every interaction with your visitors soul-searingly memorable.
JTK: Before I'm with a lady and while I'm with a lady and after I've said goodbye to a lady…every single interaction is laden with such awesome personalized attention that they *never* (and I mean NEVER) forget the name, James T. Kirk.
Takeaway – Look what your competitors in your niche are doing and ask yourself, "Hmmm. What would make this site/this buying experience/this visit stand out for me?"
Whatever that is, add it to your own site. For example, other people hit you with an exit script? Don't put one on your site…but DO put a peelaway on the upper right hand side so people can choose to see all the benefits you offer.
In other words, do the unexpected.
Three.) Apologize whenever there's misunderstandings.
JTK: Sometimes my innocent intentions can actually be misconstrued! I don't take it personally (after all, if I did, I'd lose a chance at obtaining my own….connection…later on in the episode). Instead, I put myself in their shoes and try to make things right.
Takeaway – It doesn't matter if you feel your visitor is of less dubious gloriousness than a leaky roof – acknowledge their feelings and ask what you can do to help them feel better.
After all, how often do you "feel GREAT" about dealing with a vendor? Make that experience a reality for your own visitors, and watch them tell their friends about how good you made them feel.
Me: That's wonderful!
JTK: Honestly, I owe those ideas to you – they just came to mind as I was gazing into your eyes.
Me: Right. Hey! Wait a sec! My coffeepot just finished perking! Hey! Jim? Jim! Where did you go?
(rubbing eyes) Oh well, wow, that was funny…it was as though I just imagined a whole wondrous interview with James T. Kirk and…..
And there you have it – the Captain Kirk 3 Step Guide To Slavish Customer Adoration!
I hope you enjoyed it! Be sure to really think about those three ideas above…and see the best ways they can be added to your business. Your bottom line will thank you bunches!
And if you'd like some other great customer care ideas, check out:
- 10 Secrets to World-Class Customer Care
- Customer Satisfaction Secrets: Six Secrets of Outstanding Customer Retention
- Does Your Site Hold Up to the Window Shopping Test?
- How to Give Awesome Customer Service
- Online Customer Service: Best (and Worst) Practices
- Ten Ways To Improve Your Website Conversion Rate
- Tips For Dealing With Difficult Customers: 3 Amazing Ways To Satisfy Difficult Customers
Oh, and do you have any questions you'd like to ask Cap't Kirk? If so, I'll be happy to forgo coffee yet again and see what responses are delivered. 🙂
Enjoy,
Barbara Ling
Get Started Here
You’ll love what you learn… Promise!