Transformative Customer Service: How to add more value to your value proposition

How a local business won my heart and mind this week by removing obstacles AND adding value

I recently had an experience that reminded me of the incredible power that businesses have to enhance the customer experience, solve problems, and add immeasurable value to their offerings.

And this experience was in, of all places, the estate agency industry ??

A friend had recommended an estate agency to me when I was thinking of selling my house. I was all too aware of the potential headaches and delays that can pop up through anecdotes from friends and family.

The estate agency's approach was refreshingly proactive.

Before the house was even listed, they organised a crucial Energy Performance Certificate (EPC) report free of charge, potentially saving me time, money, and the stress of coordinating this myself. The person they recommended contacted me and was prompt and curteous.

They didn't stop there, though.

Recognising the importance of presenting the house in the best light, they connected me with a reputable painter and decorator to do the necessary touch-ups, if you've tried recently to get a tradie to do work for you you'll appreciate this removed a BIG stress.

And, to top it off, they arranged for an electrician to carry out an electrical survey, ensuring that potential buyers would have no nasty surprises waiting for them.

All these people were in their network, trusted partners that the estate agency could call upon to provide a first-class service.

Now, why am I sharing this story?

It's simple.

The power of adding value to your proposition

Their approach beautifully illustrated a principle that's fundamental to any business - the power of going above and beyond, removing obstacles for the customer, and adding value to your proposition where others don't.

In my role as a marketing consultant, I often tell clients about the importance of differentiating themselves, of providing a unique selling proposition. But the estate agency didn't just talk about differentiation...

...they lived it!

They transformed what could have been a cumbersome, stressful process into a smooth, efficient one. They didn't simply sell a service, they sold a complete solution.

What obstacles can you remove for prospects?

So, I challenge you, business owners, and leaders...

• What obstacles can you remove for your prospects?
• What additional value can you offer that will set you apart from your competitors?
• Who in your network can help you add value to your business and your prospects and clients?

Remember, sometimes it's about more than just the product or service you offer. It's about the entire experience you provide. It's about seeing the problems your customers face and providing them with solutions, and by doing so, removing obstacles.

In a world where competition is fierce, it's the businesses that solve problems and add value that will win the hearts, minds, and loyalty of prospects and customers.

Let's all strive to be like that estate agency. Because that's not just good business—it's transformative customer service.

Top 5 Actions to Add Value and Transform YOUR Customer Service:

1. Identify customer pain points - The first step is understanding your customers' challenges. What obstacles do they face when using your product or service? Once you've identified these, you're well on your way to finding solutions. Carry out surveys, encourage feedback, and listen to your customers' experiences to identify these pain points.
2. Be proactive, NOT reactive - Rather than waiting for problems to occur, anticipate them. The estate agency didn't wait for me to struggle with obtaining an EPC report or finding a decorator; they provided these services upfront, solving problems before they even arose.
3. Enhance your offering - Can you add a service that complements your primary offering and solves a problem for your customers? This could be something as simple as free delivery for a retail business, or a complimentary consultation for a service-based industry.
4. Build strong partnerships - It's not always about doing everything yourself. Can you partner with other businesses to offer a comprehensive solution? The estate agency I worked with didn't personally provide painting or electrical services, but they had partnerships with professionals who did.
5. Communicate your value proposition - It's not enough to provide added value; you must communicate it effectively. Make sure your customers know what additional services you provide, and why this sets you apart from your competition.

Remember, the goal isn't just to meet expectations, but to exceed them. By doing so, you're not just selling a product or service, you're creating an experience that keeps customers coming back for more.