Every business is unique, and you’ll serve your customers and staff well by focusing on what’s unique and communicating it – with enthusiasm.
How would you like your business to be referred to in conversation? For example, “they’re so prompt!” or “They’re so much fun” or “I feel like royalty when I go there”. When you are clear on this, it’s so much easier to plan ways of increasing happiness in the business . How would you describe your business in it’s ideal state? Before we move on - are you clear or will you take some time to answer this?
If the message you want your customers to get is “fun”, consider how you communicate this – of course it must start with you. You can’t demand fun of anyone – just let it be infectious. Let’s look at some of the basics, which can too easily go by the wayside when you’re rushing.
Be conscious of your thinking and your conversations - Listen intently to people. If you consider the people in your world to be intelligent, unique and valuable, you’ll communicate with them in a way that reflects that. Look for the potential in people. Try it. Just start thinking about someone with conscious thoughts like “You are amazing” and view them through the eyes of appreciation and see what else you notice. As I wrote in our last newsletter - If you want to grow something - pay attention to it.
- Choose to be the most positive person you know.
- Share a laugh - learn to laugh at yourself, and when you come across something really funny - share the joy!
- Say please, Thank you, you’re welcome.
The above tips are all internal, it’s about your thoughts and words - here’s a few practical steps to keep the momentum.
- Use post it notes to support your chosen focus or to remind you.
- Make a list of all the people you’ve acknowledged, encouraged or thanked as the day goes by. If you have pen and paper in your pocket to keep track of this it will raise your awareness and you’ll find yourself putting a smile on so many faces and a spring in many steps!
- Little cards - even a little note on a plain sheet of paper to someone - expressing your thoughts of appreciation for what they do, or just who they are will go a long way. Do this for staff, customers, friends, if you haven’t been encouraged for a while, write a positive note to yourself - post it and look forward to the postie’s arrival! (These tools are more powerful than a pay rise.)
Customer service is similar to any other relationship - Customers are people!! Make them feel valued, and think about what kind of treatment would have you coming back time after time. Put yourself in their shoes and walk through your business. When people come into your business, acknowledge them immediately - the longer the customer wonders if they’re invisible, the less they’ll spend with you. A smile goes a long way!
You know what you can do in your business, just take some time to plan a few things. If you can imagine it, you can create it. Keep learning, keep looking for possibilities. Get a sheet of paper out, a few colleagues or employees and get some ideas on paper. It’s amazing to see how you can create some incredible outcomes easily – when you’re clear on what you want… back to the first paragraph!