Would you like customers to say positve things about your business to others? This articles reveals one way to retain and grow your customer base.
Don't you just love a freebie? I know I do.
I've been in two situations recently as a customer, when Ireceived an unexpected freebie.After ordering my usual bagel and coffee at the Bagel Bar,the girl behind counter offered me a free bottle of mineralwater. I was about to ask for a glass of water anyway, sothis came as a welcome surprise.
A few days later found me buying a steak at the meat counterin my local supermarket. I was having a chat with the guybehind the counter about the fact that there didn't seem tobe too much meat for so much money.
He obviously took pity on my miserable face when he said -"Tell you what sir, why don't you have this other steak forthe same price" and he slapped another one on top!
So what's the customer service lesson here?The lesson is that most customers, love a freebie and ifthey receive one from a supplier it builds a positiverelationship.
As customers, we're more likely to return and do businesswith people who give us freebies and we're more likely totell other people about our positive experience.
I once read a story article about a restaurant owner whowould occasionally give people a free meal. When a group of diners or a family asked for the bill hewould spontaneously announce that on this occasion they werehis guests and they didn't have to pay for their meal.
Can you imagine how these people felt - what they said tofriends and work colleagues the next day? That free meal probably cost the restaurant owner a lot lessthat advertising in the local newspaper and it also broughtin a lot more new customers.
The Law of Reciprocity states that - "If you give someonesomething or do something for them - they will want to repayyou - to give you something."
Why don't you think of some little unexpected freebie youcan offer your customers that'll encourage them to returnand also tell others about their positive experience.And while we're at it - why not try the same thing withmembers of your staff. Even your personal relationships - a small unexpected giftor an act of kindness can do wonders for any relationship.
Believe me, once you start to do this, you'll have many moresatisfied customers, happy staff and appreciative friends.
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