Here’s how to delight your customers (and get great referrals)

I just got back from a wonderful holiday in Vietnam. Apart from great food, interesting culture, beautiful environment, the thing that I probably enjoyed most was the kind nature of the people and the great service we received. (Did I forget to mention the shopping?).

For some people (or nationalities), great service and big smiles come naturally.

Here are a few tips based on my experiences in Vietnam:

• Smile and say hello! Most of the people we met smiled at us. Even when we said no when they asked if we wanted to buy something, they remained friendly. Not just that, they actually have a very good sense of humour, which was quite contagious :)
  
• Get to know your customers’ names. Within a day or two, the hotel staff knew my name. How nice and personal is that? It made me feel very special. If you have regular customers or guests, ensure you know their name and show an interest – the ‘emotional connection’ you make will enhance their experience.
• Be keen to ‘want the business’. In one place, a lady came up to us asking us where we were from, how long we were there for etc. She obviously wanted to sell us something, but her interest in us and smiles made us go with her to her tailor shop. They showed us testimonials of happy customers and encouraged us to get one item made before ordering more. In the end we got 9 items of clothing made! The service was amazing and that was the reason we stayed with them. At the end of this, they asked us to write a testimonial in their book and on Tripadvisor.
• Remember their preferences. In the hotel at the breakfast buffet, the chef remembered what I had the day before. She would also encourage me to try something else, which I did.
• Make it easy for your customers to reach you. We’d booked a transfer in a private car. The owner of the business (Mr Tom) sent us a message through a messaging app. Something I hadn’t expected.
• Wifi everywhere. Ok, we think we live in a modern country, but in Vietnam wifi really IS  everywhere, even in the car used for the transfer from the airport to a town we were staying. Oh, and it’s free! This made it very easy for us to communicate with accommodation places we stayed at etc.
• It’s the little things that delight so much… a cold small towel before dinner (it was 38 degrees), cold water in the car, a little treat on the pillow at night (different every night), a concierge taking time upon our arrival to explain where everything was and the things to do, a complimentary cold drink on arrival in the hotel etc. etc.

I can go on, but you get the picture. It has nothing to do with the wealth of the country, it’s to do with the attitude of the people.
So, what can you do in your business to delight your customers?
 
Till next week, Marijke