I know it when I see it - Wikipedia, the free encyclopedia
I was at a customer experience seminar today learning how to create an experience tha separates us from them. My business is cars. I sell them like candy bars. But my candy is no different than the guy across the street so what makes that customer want mine instead of another's? The answer is....me. 15 years in the business and this is how I've always been. I really don't sell cars, I sell myself. Thru honesty and integrity I've survived on referrals and repeat business when others have wilted on the vine on died.
The title to the thread references a famous quite by a supreme court justice when he was talking about pornography.
It can be compared to all things though. What is the defintion of a loyal customer? What is the defintion of a satisfied client? How do you define loyalty?
Not sure 'but I know it when I see it'.
In sharing this I just wanted you to stop and ask yourself why do folks do business with you and not others? It's doubtful many here have an exclusive product or service that one cannot shop. So what it about yourself that convinces a client to say yes to you and no to another?
It's not price. Prime example, Apple. Ever tried to get into an Apple store on the weekend? Jammed! Half buying and the othe half getting something fixed but all are satisfied and loyal, at least the majority is. Are there discounts? Are there sales? No, full retail but folks line up. Some people I could offer an even trade, their ten year old car for a new one. But you know what? If they don't like you they still won't say yes to it. Maybe some of you have lost business and asked yourself 'I know I was better in price or quote than the other guy. I wonder why I lost?' Maybe it was the total experience they had?
It is the experience that makes people come under your ether and say yes. Attitudes and smiles are contagious. People feed off it. I'm always amazed to hear stories from customers who visited other stores about how they did not feel welcomed, they felt pressured, they got bounced around from person to person, after they left there was no follow up? Just amazing how many slash and burn artists there are in my industry.
So tell me. What makes you different than the other guy doing same thing as you?
I was at a customer experience seminar today learning how to create an experience tha separates us from them. My business is cars. I sell them like candy bars. But my candy is no different than the guy across the street so what makes that customer want mine instead of another's? The answer is....me. 15 years in the business and this is how I've always been. I really don't sell cars, I sell myself. Thru honesty and integrity I've survived on referrals and repeat business when others have wilted on the vine on died.
The title to the thread references a famous quite by a supreme court justice when he was talking about pornography.
It can be compared to all things though. What is the defintion of a loyal customer? What is the defintion of a satisfied client? How do you define loyalty?
Not sure 'but I know it when I see it'.
In sharing this I just wanted you to stop and ask yourself why do folks do business with you and not others? It's doubtful many here have an exclusive product or service that one cannot shop. So what it about yourself that convinces a client to say yes to you and no to another?
It's not price. Prime example, Apple. Ever tried to get into an Apple store on the weekend? Jammed! Half buying and the othe half getting something fixed but all are satisfied and loyal, at least the majority is. Are there discounts? Are there sales? No, full retail but folks line up. Some people I could offer an even trade, their ten year old car for a new one. But you know what? If they don't like you they still won't say yes to it. Maybe some of you have lost business and asked yourself 'I know I was better in price or quote than the other guy. I wonder why I lost?' Maybe it was the total experience they had?
It is the experience that makes people come under your ether and say yes. Attitudes and smiles are contagious. People feed off it. I'm always amazed to hear stories from customers who visited other stores about how they did not feel welcomed, they felt pressured, they got bounced around from person to person, after they left there was no follow up? Just amazing how many slash and burn artists there are in my industry.
So tell me. What makes you different than the other guy doing same thing as you?
