We have three main grocery stores in my town. One is super cheap, and I have to admit, I shop there. It’s the American Way. Another is staffed by teenagers who are more interested in texting than bagging. As a shopper in this store, I’m a guinea pig for workers in training. And I’m paying for this privilege? No thank you.
The third grocery store is amazing…so it’s the store I prefer and recommend. Prices are higher, sure. But being greeted with a smile and, “Can I help you?” is priceless. If I can’t find what I’m looking for, an employee reads the confusion on my face and rushes over to help. He actually walks me to the product I need—never points or gives me directions. I love Tom Thumb in Trophy Club, Texas. Those fine folks could write a book on excellent customer service.
One of my favorite quotes is from Einstein. He said something like Insanity is doing the same thing over and over and expecting different results. Logic tells us that the reverse is true. Good sense is doing the same thing over and over if you want the same results.
I decided to analyze why I like Tom Thumb. My main appreciation is for the employees. As a somewhat intelligent businesswoman, I should apply these points to my own business. I’m no Einstein, but I figure that mimicking the customer service that I appreciate will foster the same loyalty in my clients that I feel for my favorite grocery store.
Fact: Word of mouth advertising has the best return on investment of any marketing.
Fact: Seventy percent of Internet users believe the testimonials
they read online. It’s modern word of mouth.
Fact: If you get good reviews on Twitter, Facebook, LinkedIn, Yelp!, Google, etc.,
you’ll benefit not only from readers of those reviews, but also from search engines loving the backlinks to your website.
So what’s the secret to rave reviews, loyal customers, and excellent customer service? (more…)