Delivering The Personal Touch in a Covid-19 World

Over the past six months, I've been working with many clients who have had to find new ways to do everything from building client relationships, developing sales opportunities, to presenting proposals, and much more.

Over the past few years, I've spoken a lot about the small things you can do that significantly improve your client relationships.

For example, in The Customer Loyalty Loop I told the story about a contractor who was anything but just another contractor.

He took concrete actions to make us feel like we were special and that he cared throughout the entire customer experience.

Consider the following video from an Audi Service technician to a customer waiting in the service area.

See the video here. https://app.truvideo.com/v/42Fpuo?s=iLDZfchVFrBgE7yHIgC3Hooy9rBLPe/AIAKaGdVQQXk=&jwsource=cl

It's such a small gesture, but it instantly gives the customer some personal feedback, making them feel important, and letting them know exactly what's being done behind the scenes. The whole thing took what, a service rep pulling out his phone, opening an app and shooting a 30 second video. 

Low labor, high value.

Yesterday, a friend shared his experience with a home inspector, which sounded better than mine. He said the inspector spent over three hours following a multi-point checklist, hitting every nook & cranny of the house, and taking the time to explain exactly what he was looking for.

I remember a sizeable B2B equipment manufacturing firm that started putting a commemorative plaque on every piece of equipment they shipped.

The CEO told me that she began getting calls from their client's CEOs since everyone in the field was talking about these plaques.

I've advised my e-commerce clients that sending a customized video to every client ordering would not be a wasted effort.

All too often, sadly, many initiatives like this are seen as "make-work" projects with little to no ROI.

And yet, the ROI in these efforts is often the most valuable at all. Sometimes hard to quantify, but these are often the reasons why businesses get the 2nd, 3rd, and 4th sale. 

As I've said before, any business can get the first sale. Great companies get the 2nd, 3rd, and 4th sale.

Your challenge for this week:

Sit with your team have have a discussion.

Ask yourselves: What else could you do to provide a more personal touch to your customer's experience in a virtual world?

If you want some help figuring out what would make sense for your company, shoot me a message or schedule a time to talk, and we'll immediately come up with 3-4 high-value ideas you can implement immediately.

Best,

Noah