by Lisbeth Calandrino
We all know the song “What’s Love Got To Do With It?” In her iconic track, Tina Turner sang that love “is a second-hand emotion,” and while we all have our own experience when it comes to romance, the question for retailers is: what about customer service relationships? What does love have to do with your relationship with customers?
The answer is: plenty! We all know it is true, even if we don’t think of it quite that way. Everyone wants to feel loved, even your customers. When they feel loved, it doesn’t take much effort for them to share the feeling. Word of mouth referrals are hands-down the most effective way to grow a business.
So, what do your customers think about you? Do they feel the love? Simply put, love is an emotional connection we build with people that are important to us. Love between you and your customer means forming an emotional connection. And that emotional connection is the key to small business success.
Get Intimate
Sharing your life with your customers and letting them know who you are is a way to build a closer relationship. Believe it or not, this is the age of closeness. Notice what people share on Facebook. Social media has created a greater sense of intimacy not just between each other, but also between consumers and brands. Getting to know your customers and allowing them to learn about you will strengthen your emotional connection.
Be Patient
Patience is still a virtue. Sure, orders come in late. Customers walk in right before closing. Hey, things happen! We’ve all been late for an appointment. Patience goes a long way; it can lower your blood pressure and lessen your stress. Your customers will in turn be grateful.
Become Unforgettable
What can you do to be remembered? Has a customer celebrated a new baby or are they going on a special trip? Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them? Becoming unforgettable is all about remembering the details and showing you care.
Do your customers feel your love? Today is a good day to start showing customers how much you care about them. Walt Disney summed it up best when he said , “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” Who doesn’t share their experience when they come home from a Disney® vacation? Creating love between your company and your customers can help scale up positive word of mouth buzz about your company.
Lisbeth Calandrino has been coaching businesses to be more productive and strategic for over twenty five years. To learn how Lisbeth can help you, visit her web site at www.lisbethcalandrino.com, or contact her at 518-495-5380.