60 Second Snippet #131 - Why you should always be customer ready

Why you should always be customer ready

You may have heard the old phrase, everywhere the Queen goes, it smells of fresh paint!

I remember working at my first business, a 125,000 square foot state of the art manufacturing facility and we had a royal visit planned. We spent months paining, tidying up and literally rolling out the red carpet for the royal Prince.

The very same facility that our customers walked in day in day out for months before the visit.

The idea is that a royal presence demands excellence, preparation, and attention to detail. Now, imagine treating every customer like royalty.

For SMEs it is important to always be ready to impress - no matter who walks through the door and when.

I had a client in the North East who ran a Montessori Nursery that charged a premium over all other nurseries in the area. Her mantra was that they didn’t book viewing slots for prospective parents (necessitating such preparation), they should be “customer ready” every minute they were open. She was successful as a result as it drove high standards and impressed customers.

It’s sometimes tempting to go the extra mile only for VIP clients, but this selective approach risks alienating others who could grow into loyal customers. Instead, consistency in customer treatment builds trust, strengthens brand reputation, and creates a foundation for long-term success.

Here’s how you can make every customer feel like royalty:

Always be prepared - always be customer ready.

• Keep your storefront, website, or customer-facing platform tidy and professional
• Train your team to provide consistent, top-tier service for every interaction
• Conduct regular reviews (walk in your customers shoes) to ensure operational excellence, from products to processes

Offer consistent excellence - every customer, big or small, deserves the same royal treatment.

• Respond promptly to all inquiries, don’t prioritise based on perceived value or importance
• Personalise interactions where possible and limit the use of generic messages
• Celebrate all customers equally, sharing gratitude for their support

Think long-term - today’s “small fry” could be tomorrow’s “big fish.”

• Treat each and every transaction as a potential partnership. A satisfied customer leaves with an impression of the service received and will refer others
• Encourage feedback to improve and make every customer feel valued. Ask and they will tell you
• Keep loyalty programs inclusive - don’t reserve perks for high spenders alone

Be proactively professional - like the fresh paint, details matter.

• Review your branding, assets and communication regularly - are they polished?
• Solve problems quickly and graciously. Your response time and type defines your reputation
• Regularly update your offerings to meet customer needs without waiting for complaints

Whilst this is predominantly about customers, the same can and does apply for prospective members of your team. What they see, feel and hear about you and your business, determines their interest in working for you.

By ensuring that every interaction consistently “smells of fresh paint” - whether with a first-time buyer or a long-standing client, you’ll cultivate a loyal customer base and build a business that thrives on respect, trust, and royal treatment.

Customer touchpoints help you and your team to deliver consistent service levels.

My touchpoint checklist enables you to review and update your customer touchpoints so you can maximise your relationships, referrals and business for all parties.

Download it here . Let me know how you get on.

Gary

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