Are you sitting and thinking of all the things you want to say to your clients when things return to “Normal”? If you had not already told them how important they are, not just to you, but the world, how are you going to do that when they come back? For those businesses financially solvent enough to even make t through this, how are you going to do things differently if and when those customers, guests, and clients are ready to return to society.
Go back and read previous posts and remember the reasons people spend money. Say it with me. “To feel good about themselves”. How do you think they feel right now, stuck in their homes with their lives and livelihoods in jeopardy? When they do return, their need for validation, love, and acceptance will be stronger than ever, and you can be ready to fulfill that need by taking inventory of how you treat your customers. You may be a rally nice person, who, for the most part, has no trouble interacting positively with customers. This not about that. This is about taking a step back and asking yourself what you want when you return to daily life. That’s exactly what your customers want.
Now, I realize one could argue not everyone wants the same things. They obviously don’t. But when it comes to the desire to fulfill emotional needs, we all do need basically the same things. How we achieve them is what separates us. Now is the time to map out a plan to your front line, illustrating the principals learned here at Dealing With Humans, to give them what they need when they return.
If you are fortunate enough to have mailing lists or other access to your customers, communicating with them now, if you can, is a really good idea. It may be a newsletter. or an advertisement. Or a column in your local paper. Depending on your customer relationships and the nature of your business, if you can call them individually and check up on them with no other motive, that will mean a lot. Stay in touch with them so they know you care even when they can’t give you their money.
The need for security and comfort will be greater than ever for your clients. Do they already know you are there for them? If so, outstanding. If not, decide what you can do to change that TODAY. Just make it sincere. Do not overthink what you want to say. Usually a first draft tends to be from the heart, so keep that in mind when overthinking it. Then decide the best way to disseminate that information and get it out.
As stated in the last post, have always believed there would bean eventual return to brick and mortar, face to face business, and I think this crisis may accelerate that time line. It is important your front line is ready for that, because it you are ready when they return to have their needs, both conscious and unconscious, met, they will win and so will you.
Customer service can change the world.