The Key is to Connect with Your Clients in an Unforgettable Way

I want to illustrate an important message for your business with a quick story.?

We have a lot of good restaurants in our little home away from home in Mexico.? My absolute favorite is O Sole Mio, owned by my “paisan” Fabrizio.? This winter we ate there several times.

It’s our last night in Mexico and we decide to go to Café Sophia, the other Italian restaurant we like down at the marina.? We’re chatting with our waiter, as we usually do, telling him it’s our last night in Mexico.?

At the end of our meal, they surprise us with a beautiful dessert with the words, “Have a safe trip!” written in chocolate ... along with two shots of Limoncello.

Oh my!? So sweet.? I was touched.? And that small gesture increased my loyalty BIG time!? I feel differently about this restaurant now … and Fabrizio has some stiff competition.

So, what does that have to do with you and your business?

It’s simple.? Be the provider who prides themselves on service that goes the extra mile to provide an exceptional experience to your clients and your prospects.? Set yourself apart.?

The marketplace is so crowded these days.? You have to do something to position yourself above the crowd.? And there’s nothing more important than the quality and heartfelt nature of the service you provide.

Another case in point.?

We’re moving!? Just across town, downsizing to a one-floor house with an easier yard to maintain.? We need a good moving company.? I go to Next Door and get some referrals from my network.?

I make three calls based on the recommendations I received.? Mover #1 never returns my call.? Okay, he’s gone!

You might think, “Well, I’d never do that!”? Maybe you wouldn’t, but in my 20+ years as a coach, I see too many business owners not returning calls from prospects ... or not returning a call or email in a timely basis.? They let the prospect get cold or die on the vine.

Mover #2 has a great website, is quite professional on the phone, and has years of experience.? But he doesn’t want to come out to our house to see our furnishings and check out whether his truck can negotiate our very steep driveway.? He gives me an estimate over the phone, and we leave it at that.?

But I’m not feeling served.? I needed him to come look … even if he didn’t think so!

Again, I hear too many business owners say, “I’m not going to do that for free, they’d have to hire me!”? Or, “I don’t offer a free consultation.”

Now, I’m not sayin’ you let a prospect take advantage of you, but I do believe in erring on the side of service.?

Mover #3 usually does this type of visit to assess the scope of the job on Mondays or Tuesdays but makes the extra effort to send one of the owners? … three brothers … out the next day.?

He’s the nicest young man … somebody you’d be proud to call your grandson.? He answers all my questions and gives me some invaluable tips.?

He gives me a realistic estimate of what it would cost ... probably more on target than number #2’s ... and notes that they’d have to send two trucks because of the pitch of the driveway.?

Guess who I chose?

The one who went the extra mile to provide extraordinary service.? And I’m happy to give my money to these three brothers in their 30s who are working really hard to build their business.?

And guess what? ?They’re already quite successful.

Go figure.

Best Wishes,

Denise

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About the Author: Denise Hedges is a business development coach and speaker coach with over 30 years experience in sales and marketing. Denise has helped thousands of women business owners, nationally and internationally, move past any uncertainty or fear they have about sales and marketing, so they can attract more clients and make more money!

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