and enjoyed working together. The installation itself was first class all the way and the windows look stunning. They cleaned up every speck of glass and dust and even reinstalled my blinds and shades on the windows. I never felt like I was in their way. We engaged in conversation, had a few laughs together and shared some pizza, and I was almost sad to see them leave. This crew is exceptional in their work ethic, commitment, talent, teamwork and ethics. My entire experience with Renewal by Andersen has been top-notch from start to finish. Not only do they sell and install the best products, they obviously make it a priority to only hire the best people as well.” Now that’s a happy customer. This story encapsulates what I call the Five Platinum Service Principles for Creating Customers for Life—it’s part of the message of Customer Love I try to share with every audience I speak to and write for. Here are five ways to make Customer Love your competitive edge: Love Lesson No. 1: Listen Brent took the time to authentically listen to the customer instead of having selective hearing. Are you paying attention to what your customer is not saying? Read between the lines. Listen beyond the words. Love Lesson No. 2: Smile Be cheerful whenever you answer your phone. A warm greeting and smile come through the phone and is equivalent to hugging people with your voice. Ensure that everyone who works in your culture is committed to this way of thinking. This can work in a small business of one person, 10 people, 25 or far more. Love Lesson No. 3: Be Respectful Be concise and get to the point. Be clean. Your appearance is everything and speaks volumes to how you think about your brand. Do you need to invest in a new wardrobe? No. However, be mindful that people size you up within the first three to seven seconds. In those seconds, they are deciding if they want to know you, like you, and trust you. Be conscientious in your work by doing it thoroughly. Love Lesson No. 4: Laugh Have fun. In a world where everyone is sitting on pins and needles and dealing with the pandemic fatigue, you can be a ray of sunshine. Love Lesson No. 5: Be Referrable In a world of reviews, referrals, and recommendations, the experience you create for your customers invites them to be your unofficial marketing department. Maya Angelou said, “people may forget what you said, but they will never forget how you made them feel.” If you are looking for an easy way to implement customer love, then check out my latest book, Be the Spark: Five Platinum Service Principles to Create Customers for Life. Bailey has more than 30 years of experience in hospitality. The former sales director for Disney Institute, he is a prolific author and hall of fame keynote speaker. Learn more at SimonTBailey.com. In aworldwhere everyone is sitting onpins andneedles and dealingwith the pandemic fatigue, you canbe a ray of sunshine. | MARCH 2022 | 71 THINK
RkJQdWJsaXNoZXIy NzU4OQ==