Several years ago I wrote about this business success list, but I just have to share it with you again because it’s so incredibly powerful and vitally important.
I can count on one hand, with several fingers left over, the number of businesses that I deal with that deliver consistently superior customer service. On the other hand, I do have a list as long as my arm… down to the ground… and about a mile down the street, of businesses that consistently disappoint me. I will bet that you do to: the service repair person who says they will be at my home between nine and five… what, am I supposed to spend the entire day waiting around for them? I’m the customer, I’m trying to give them money and they treat me like this? Or the restaurant waiter who is rude and inattentive and then angry when they don’t get a 20% or greater tip? The doctor who keeps you in their waiting room for three hours then only spends 10 minutes with you; the real estate agent who does not return your calls; the hotel maid who bangs on your door even though you have the “Do NOT Disturb” sign out; and don’t even get me started on cell phone companies.
So let me tell you the secret of how to dominate your marketplace, how to do something so outlandishly different, unique and special that you will be loved by your customers and they will tell everyone they know to do business with you. I got this little nugget from one of the most expensive books I’ve ever bought ($50.00 for a 29 or so page book) called: “How The Best Get Better,” by Strategic Coach Dan Sullivan. It may have been quite expensive on a per-page basis, but it was worth every penny because this idea can make you rich.
If you want to drive lots of positive referrals to your business you need to do only FIVE things (Dan recommended four – but I added a fifth):
1. Show up on time.
2. Do what you say you will do.
3. Finish what you start.
4. Say “Please” and “Thank You.”
And added by me…
5. Give a little more than expected.
Now you’re probably asking yourself? “Why did Spence get me so excited about this amazing success formula and then disappoint me with such a pathetic list?” Let me tell, that if you consistently did these five things for every customer, every time…you would need to invest in a dump truck to bring your cash deposits to the bank.
Just five things…it is so awesomely simple, but incredibly powerful.
So I challenge you to take a good, hard, honest look at your business and see how well you truly deliver these five things…consistently. I promise you that if you work hard in improving each of these five areas, you will look up and in several months your business will be doing dramatically better, your customers will be much happier, you will have lots of new customers, and you will be making much, much more money.
Let me know how it turns out – I wish you great success — John