No Marshmallows, Just Term Papers
10 Phrases to make your customers feel “loved”
The 10 most important words: “I apologize for our mistake, let me make it right!”
When something goes wrong, most people just want to be heard and acknowledged. So listen, apologize, and then ask what you can do to make it right.
The 9 most important words: ”Thank you for your business. Please come again!”
Repeat customers cost less than new customers and are more loyal.
The 8 most important words: “I’m not sure, but I will find out.”
It’s ok if you don’t know the answer; it’s not ok to make the customer keep searching for it. That’s your job.
The 7 most important words: “What else can I do for you?”
Be prepared to go the extra mile, there is less competition there!
The 6 most important words: “What is most convenient for you?”
Your customers will be pleasantly surprised when you ask what’s convenient for them.
The 5 most important words: “How may I serve you?”
This question reinforces your role in the relationship. Play that role the best you can.
The 4 most important words: “How did we do?”
Feedback is critical! Your customers have a unique perspective and they appreciate being asked.
The 3 most important words: “Glad you’re here”
Customers who feel welcome spend more time, more money and are more likely to return.
The 2 most important words: “Thank you!”
Basic manners…but how often do you get thanked when you are the customer?
The 1 most important word: “Yes!”
Become a “yes” person for your customer. Have the positive mindset to be prepared to help/serve in any way possible.
Never forget: Customer Service is NOT a department…It’s an ATTITUDE!
They don’t care how much you know…until they know how much you care!
NEVER FORGET: The customer has other choices to wash their car. Let us not give them that choice by following the words above. Make Baird Brothers their ONLY choice.