Thrilled in 90 Seconds

Would you believe me when I say that it is actually the seemingly small things that make all the difference to customers?

How about this: have you ever noticed that many of the businesses you enter do very little to win you over? It is like they are saying, "We're here if you need us; if you don't like it, well, there is the door. Take us or leave us. We're fine either way." What a chilling reception! I can almost feel the Arctic air blowing through me now just reliving a few of those encounters. Can you relate to this? Whenever I enter a new business (to me), I am excited anticipating the treatment I am about to get. Okay, I get disappointed a lot too (you probably do too!). We only get one chance to make a first impression and win the client over for future business. So our "first contact" is super-duper critical.

Following are a few tips on how to thrill and NOT chill your customers within 90 seconds of entering your business.

Chilling: Ignoring everything as you sit behind the desk playing with your text messaging cellphone.
Thrilling: Within 30 seconds of entering the business, greet and release the customer with eye contact and with a genuine warm "Welcome to and smile. Take control and set the tone early on.

Chilling: After 10 minutes, approach the customer while keeping your personal space well intact.
Thrilling: Warmly greet the customer, "Good morning. By the way, I'm Mark ... and you are?" Why? Just to be personable and friendly. People really appreciate the personal touch, even if they don't show it initially. And, it also helps you to remember their name the next time you see them. Ideally they should ask for you the next time they return.

Chilling: Ask the customer, "What do you need?"
Thrilling: After introducing yourself, offer the customer something - soda, coffee, bottle of water. Then begin to chat with whatever it was that brought them into your business. Why? Power of reciprocity -- you offer to give them something of value and they feel a little bit on the hook to at least give you a chance.

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Think About This: What steps has your competition taken to thrill your customers away from you?
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Chilling: Point the customer to a flip book, secured (that is, chained) catalog or dusty computer monitor to browse.
Thrilling: Provide opportunities for easy dialog - interactive displays, audio/video catalogs and kiosks -- personally show the customer what they seek while getting to know them better. Keep it professional and very friendly. Customers can tell if you're faking it.

Chilling: Always make the customer stand.
Thrilling: Provide opportunities to sit and relax (especially those dragged along!) - chairs, couches or simple ottomans. (Good example would be Macys)

Chilling: Answer the phone with the standard, "Yeah?" or "This is Mark" or "."
Thrilling: Warmly answer the phone with, "Thank you for calling < your company;> this is Mark. How may I help you today?"

Read this list again. Pick all the ones that apply to your business. Consider how you can being implementing the customer-thrilling tactics immediately. Share with your team.

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