7 strategies to Woo and Wow your Valued Guests
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Transcript of 7 strategies to Woo and Wow your Valued Guests
Customer Care
Strategies to
Woo and Wow
your Valued Guests
to Keep Them Loyal
and Coming Back for More
• Why successful businesses start at the end
and work backwards
• How to build trust early and avoid buyers’
remorse
• The subtle extras that can convert a
lukewarm buyer or one time customer into
a raving fan
• The significance of glue in building loyalty
• The simplest and easiest way to stay on
your guests’ radar and keep their attention
• How to ensure consistency so guests
receive the same levels of attention on
every visit
7 strategies.... to Woo and Wow
your Valued Guests to Keep Them Loyal and Coming Back for More
Why? • Significantly easier to sell to
– already know you and what you offer
– existing relationship so can personalise
– first-hand experience of your product or
service and hopefully like the result
– already experienced your service so
built trust
– spend more
– more likely to recommend
• = More PROFIT
Habit # 2
Begin with the
end in mind
1.Define your Service Values B.R.A.N.D.
When your guests leave…
What would you want them to:
Feel
Say
Do
2.Engage early
Engage
•First impressions
•Build rapport
•Confirm
•Add value
Add Value •Share information
•Build anticipation
•How else can you help?
3. Warm Welcome •Make it personal
•Stay engaged
•Listen
•Add some GLUE
G.L.U.E.
Give
Little
Unexpected
Extras
4.Think Long Term •Last impressions
•Mementos
•Stay on their radar….
What is the very last thing they hear,
see, smell,
taste, feel?
Wow Do
Something
Different
What touch of magic can you add to make it truly memorable?
Out of sight is
out of mind
Show your
appreciation
5.Consistency
(+1%)
Consistency …
•Systems
•Resources
•Equipment
•Time
•Continuous improvement
6. Create a trusted team •Expectations
•Behaviours
•Knowledge
•Skills
•Support
•Confidence
Confidence is the aspect that’s
so often missing.
•Practise in a safe
environment
•Feedback
7. Inspire &
engage your team
Empower • Personal suggestions
• License to do what’s best
• Anticipate (what if…)
• Ownership and authority
• Keep informed
• Personal Development
• Continuous improvement
Recognition What’s important to them?
1. Thank you
2. Treat
3. Time
4. Awards
5. Opportunities
7 strategies.... to Woo and Wow
your Valued Guests to Keep Them Loyal and Coming Back for More
7 strategies... 1. Define your values
2. Engage early
3. Warm welcome
4. Think long term
5. Consistency
6. Create a trusted team
7. Inspire and engage your team
Customer Care
Strategies to
Woo and Wow
your Valued Guests
to Keep Them Loyal
and Coming Back for More