The following information has been circulating for decades. It certainly isn’t new and, at first glance, appears to be nothing more than common sense. BUT WAIT! Before dismissing this potentially game-changing advice, consider the fact that it’s just the opposite of common sense — it’s Uncommon sense!
I challenge you to mentally review the last five service interactions you’ve experienced (theater, restaurant, hotel, airport, retail store, etc.). Did you hear any one of the ten following phrases? Could it have made a difference in your level of satisfaction had you heard one or more of these phrases? Think about it. Seriously. Then answer those few critical questions at the end of this page.
Ten Phrases That Will Make Your Customers Feel Loved
The 10 most important words: “I apologize for our mistake. Let me make it right.”
(When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize, then ask what you can do to make it right!)
The 9 most important words: “Thank you for your business. Please come back again.”
(Repeat customers cost much less than new customers and are also more loyal!)
The 8 most important words: “I’m not sure, but I will find out.”
(It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job!)
The 7 most important words: “What else can I do for you?”
(Be prepared to go the extra mile; there is less competition there!)
The 6 most important words: “What is most convenient for you?”
(Your customers will be pleasantly surprised when you ask what’s convenient for them!)
The 5 most important words: “How may I serve you?”
(This question reinforces your role in the relationship. Play that role the best you can!)
The 4 most important words: “How did we do?”
(Feedback is critical! Your customers have a unique perspective and they appreciate being asked!)
The 3 most important words: “Glad you’re here!”
(Customers who feel welcome spend more time, more money and are more likely to return!”)
The 2 most important words: “Thank you!”
(Basic manners … but how often do you get thanked when you are the customers?)
The MOST important word: “Yes!”
(Become a “yes” person! Make things happen for your customers, and they will make things happen for you!)
Here’s a perfect example of many people knowing something while few people practice it.
- How many times have you heard any of those phrases as a customer?
- How many times have you sincerely used any of those phrases with your customers?
- How many times have your employees sincerely used any of those phrases with your customers?
- How many of your customers would appreciate hearing those phrases?
Maybe now is the time to start. Now the choice is yours. Delight your customers, grow your business, and enhance your profitability. You have nothing to lose and everything to gain.