When it comes to creating raving fans in your business, great service is only the beginning. You need to be intuitive, understanding your customers’ needs, wants and expectations so you can go above and beyond to create a truly ‘wow’ experience.
Happy customers will always be your greatest salespeople, but how do you get them to the point where they want to tell the world about you? Here are four steps to help you create more raving fans in your business.
1. Anticipate needs and wants
Raving fans come naturally when a business takes the time to get in the mind of their customers. When you can anticipate needs and wants, by getting to know your customers and looking into why they use your product or service, how they use it and what solutions they want as a result of it, you can create more relevant, targeted products and services.
Get business news first
Sign up to SmartCompany’s daily newsletter
You’ll also start to uncover what is not yet being offered that would be of benefit to your customers. Often people don’t realise what they want until it is presented to them. The more you ‘get’ or understand your customers, the more they will rave about you.
2. Understand expectations
Raving fans come from exceeding expectations, but to do that you need to know and understand what your customers’ expectations are in the first place. What do they want from your product or service? What results are they expecting to receive? What information do they need, and what level of service are they after?
Once you identify what they are expecting, you can then identify ways to exceed those expectations. It could be something standard that you do right across the board or it could be something that you tailor person to person.
3. Make their life easier
If there is one thing we all have in common it’s limited time. We are all busy, and have what seems to be a never-ending list of things to do.
But this can also work in your favour. If you can make your customers lives easier, whether it is through quicker turnaround times, an easier process, a more tailored product or service, faster results or another benefit, they are more likely to tell everyone about you.
While everyone wants to save money, in my experience you will have even greater results in saving your customers time.
4. Do more than you need to
Give your customers more than what they expect of you. It could be as simple as answering all of their questions, doing some research for them, giving them free tips or pointers, sharing additional information that may help them, providing additional training or support, or following-up to make sure they get the most value out of their purchase.
Always ask, “What can I give my customers that they would want, but can’t get anywhere else?”
How do you create raving fans in your business?