While waiting at the hotel lobby for a meeting, I could observe a man standing at the reception desk with his luggage, talking with the front desk officers, like someone trying to check out after spending some days there.
My attention was fixed on him the more, when I heard him say these words: “I love your services and I will certainly recommend to people that I know, you guys are just good” and the officers at the front desk responded with resounding joy “thank you sir, it will be such a honour to have you recommend us”.
As I kept on watching and listening, it dawned on me that the guys in the hotel had obviously created a fantastic experience that culminated in Customer Satisfaction and whenever this happens, the customer will be ever ready to make referrals and recommendations, which is one top secret of marketing and business growth.
Whenever you exceed the customer’s expectations, you create that unique experience that lingers long in the customer’s mind and makes them want to relive that experience and tell others about your uniqueness.
Just as your customers can refer and recommend you and your services when you exceed expectations, they can also bad-mouth and discredit you and your services when you under-deliver.
So it behoves on every business person to master the skill and art of creating fantastic experiences that satisfies the customer at all times because at the end, “a good name is better than great riches”.
What kind of experience are you creating in the minds of your customers?
I can help you and your people learn and master how to create that fantastic customer experience that wins the heart and money of your customers.
Drop a comment in the box below or send an SMS to +234 817 7101 825 if you are in.