Do you want rave reviews? Delight your customers! Here's how...

Satisfied customers are important, but if you manage to delight them, they are more likely to write rave reviews, recommend you to others and come back. If you have an ‘emotional connection’ with your customers by creating a more personalised and memorable experience where they feel special, they are more likely to write positive reviews and recommend you to others.

Here are some ideas to delight your customers:

• Be genuinely interested in your customers and hire staff that are caring, warm ‘people people’. If they have a genuine service attitude, your customers will benefit! Lead by example and be clear how you want your staff to deal with customers.
• Brainstorm ways to delight your customers with your staff – it gets them engaged and thinking from a customer’s perspective. Ask them to come up with examples of how they have been delighted as a customer before. Then make this part of your customer service standards.
• Encourage your staff to be creative in delighting customers. It's the little things that count, the attention to detail.
• Personalise the customer experience by anticipating their needs. Find out what they like, how you could help them and go the extra mile to meet those needs.  "Test" your own product/experience - or have a mystery shopper do it for you. 
• Do the unexpected. Great customer service goes a long way, but if you can do something unexpected, you’ll delight your customers even more.
• Reply to emails/phone calls/social media enquiries as soon as possible. If you don’t, they are likely to go to your competition and if they reply before you do, they are likely to get the business!
• Print off and pin reviews of delighted customers on your notice board. It’s hugely motivating and keeps you and your staff in a positive mood and encourages to do more!

LAST CHANCE to register for the Tourism Business Success Programme starting on the 3rd of May 2018 in Queenstown. 50% funding available for qualifying business. CLICK HERE for more info. Don't miss out and take some time to work ON your business and take it to the next level!


Till next week! 
Marijke