December - 2014
Just imagine. You have walked out of a shop or put down the phone after purchasing something and your immediate reaction is "Wow!" How do you feel? Excited; satisfied; fulfilled ... eager to return and buy again?

Wouldn't it be great if you could get your customers to feel the same way about dealing with you? Lots of small business owners (and not so small!) seem to think that the customer is merely an interference. But how can you get your customers all pumped up and ready to do business with you again? In this article I will share some tips on exactly how you can get a "Wow!" response and show how it can positively impact your bottom line.



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Patrick S. "Coach" Frazier

Patrick S. Frazier, CBC
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How to Get Your Customers Saying  "Wow!"


These days too many businesses seem reluctant to commit to anything. As a result, you walk away with a nagging feeling that they did not understand you or what you were looking for, making the whole experience unpleasant. What a refreshing change to find a business that provides you with confidence, a firm promise on dates and times, or opening hours.


Can you provide a clear promise to your customers? Have you thought about each aspect of your business and highlighted all of the areas in which you can provide a promising action? Is this information in your sales and marketing material?  


Her are some quick and easy tips to help your customers say "Wow!"  

Under promise and over deliver. Promise delivery in 7 days, knowing you can do it in 3 days. When the goods arrive 4 days before expected, that's a "Wow" factor if ever there was one! Important point - if you can't deliver it, don't promise it!


Be a Tigger  

Remember Tigger from Winnie the Pooh? He's all over the place; bouncing up and down with endless energy and enthusiasm. He just leaves his friends breathless! What a great person to be with and do business with. Are you enthusiastic when you speak and deal with your customers? Is your staff brimming with enthusiasm? If you can't project an image which says "I'm happy to be here", how can you expect your customers to feel different? So, have a Tigger day every day!


First impressions

If you have a shop or office where customers visit you, what does it say about you and your business? Is it modern, fresh-looking, clean and tidy? Or is it worn, tired and generally looking run down? Like it or not, customers will judge you on what they see. They may say "Wow" but for all the wrong reasons! A bucket of paint and a splash of color can make all the difference.  


Be a problem solver
Despite all businesses believing they have great customer service, the fact is that the majority don't. Most customers feel that they have not been heard. Listen to your customers. Ask what you can do to help fix the problem. If what they are requesting not a possibility, don't simply say "I cant do that". Instead offer a couple of different solutions of what you can do. Making them part of the problem solving lets them know that you not only listened, but that you heard what they were saying. A guaranteed "Wow".  


Make it Personal 

I don't know about you, but I am a sucker for a business owner who remembers me and takes the time to know me. The bond and the desire to do more business with those types of entrepreneurs is strong for me. Do you take time to build a relationship with all your key clients? Do you go out of your way to greet them? As the saying goes, aim to turn strangers into friends and friends into customers.

Value for money
In this day and age of new technology and the hefty prices that go with it, the concept of giving great value is sometimes forgotten. Creating a "Wow!" moment can be as simple as giving a little bit extra, something unexpected. It doesn't have to be of huge value, it's genuinely the thought that counts. Don't restrict this idea just to price. Price on its own may not work, it has to be tied in with something else -- 2 for 1, a small gift, etc.

The quality of your product must also reflect value for money. Don't try and pass off an inferior product with a superior price -- you'll again create the wrong type of "Wow" moment! Medium price and great quality -- a definite and positive "Wow".


Follow up
The real killer "Wow!" is calling your customer a few days after he has bought. Ask him  if product met his expectations. If everything is great, you have a customer for life. If there is a problem, wonderful ... you have the opportunity to make it right. Again, you have a customer for life. This is a very simple and powerful way of creating "Wow!"


So that's it. If you follow these simple ideas, all your customers will be saying "Wow!" and they will be coming back time and time again and hopefully tell their friends and colleagues. 


Everyone who comes into contact with your business is a potential client or referrer.