In describing the Black Tie Customer Experience in my seminars, I tell people it is changing your mindset to focus on the power of Hospitality. If you can do the little things to go “above and beyond” when working with a customer or prospect, you have a much better opportunity to turn them into a loyal and raving fan for your business. Then you have the opportunity to turn them into a Brand Ambassador for your business.
What’s a Brand Ambassador, you ask? That is a person who can’t wait to tell the story about how you made them feel and how you took care of them to solve their problem. The combination of two mindsets.
While I talk about this all the time, I never imagined that I would become a Brand Ambassador as the Black Tie Experience was delivered to me! And I thank “Jean” for this experience.
I was out running errands this past weekend when I decided to stop at a book store to find a book from an author that I have been reading recently. I was greeted at the front door by Jean who asked me if she could help me find a product. When I told her “yes”, she actually took me to the section of books (rather than just pointing to it). We looked in the section on Business and Leadership, but they didn’t have the book I was looking for. I thanked Jean for her help and told her that I was going to continue to browse.
So far, do you think I was given pretty good customer service? Yes. But if you want your clients to become Brand Ambassadors you need to have a story to tell and that is exactly what happened to me.
I was still browsing when Jean mentioned to me that she does have the book, but it would take about 2 weeks to get. I told her that if would be okay if needed, but I was hoping for something quicker. Then, unbeknownst to me, she sprang into action. I heard Jean on the phone asking if they had this same book in stock at another store. When I heard this, I stood up and asked her, “Are you checking with another of your stores?” (for this store is part of a national Christian book store chain).
“No”, Jean said, “I am checking with ‘x’.” (She named the store, which is an even larger book store chain that is across the street from their location. While it is not a Christian book store, they do have a large selection of books on this topic). “They have the book, would you like me to put a hold on it for you?”
I actually said to her, “Wow, I can’t believe you just did this for me!” (You see, I was not even a regular customer of her store. BUT, I am now!) Jean just smiled and said “You are welcome. And I wanted to make sure you were able to get the book you were looking for.” She then proceeded to hand me the phone, so I could give her competitor my contact information, for they were going to hold the book for me.
Jean helped me solve a problem that she really didn’t have to solve. She not only LISTENED to me, but she was fully present in our conversation. And she was trained to look for those opportunities to go above and beyond. She made me feel differently leaving there than I was feeling coming into her store. At that point in time, I was her customer and she was empowered to help me and very confident that she could do so. And by her actions and service, she created an impression in me that will last.
Does your team stop at “just good enough” when working with a prospect or customer, or will they go for the WOW factor to create an impression that lasts? With our seminars and workshops, we can help create more "Jean's" for you!
Thanks for the Black Tie Experience, Jean, and for using the power of Hospitality! I now tell this story every chance I get!
Bob Pacanovsky is a Keynote Speaker and Strategic Trainer who works with companies and organizations to develop the Black Tie Experience—
To Build More Loyalty
To Develop Selfless Leaders
To Forge Lasting Impressions
To learn more, contact Bob Pacanovsky:
Call- (330) 352-6084
Email - Bob@BobPacanovsky.com.
Speaker/Facilitator- The Black Tie Experience; (330) 352-6084
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