Issue link: http://read.uberflip.com/i/408997
the good in them: "She is genuinely curious about how this product is manufactured." Or, "I admire how responsible he is with his own company's money." Or, "Getting their business is a big win for our company." Customers will notice and appreciate the change in your attitude. Don't make it all about business. During any prolonged or follow- up interaction with a customer, ask them, "How are you doing?" Make an effort to learn about return clients on a personal level as well as a professional one and follow up on what you discover. If you know that an individual recently had an important event — a wedding, birthday or even a big presentation — ask him how it went. People are surprised and pleased when you remember what's going on with them — precisely because the assumption today is that most people don't care about what's going on outside their own bubbles. Always go the extra mile. Constantly look for ways to make the service you provide just a little bit better. Gordon points out that even 1 percent more time, energy or thought can make a big difference. Even small actions (like walking a customer to the door after checking them out, taking five extra minutes to return a call before going home or calling a patient to follow up after they visit your health clinic) mean a lot. Gordon cites a personal example of something little that has made a big impact on him: "Oceanside Cleaners near my home replaces missing buttons on my dress shirts at no extra charge. This 'little' service has earned my loyalty because it shows that Oceanside cares about the quality of my clothes and my satisfaction with their services." And those employees who, despite your best efforts, just don't or won't care? "You need to move these people out of your organization (they won't be top performers if they don't care)," Gordon instructs. "Caring as a success strategy works only when all of your employees are on board. Think about it: It takes only one dismissive salesperson or rude customer service rep to drive a client away. And you can bet that client will spread the story of how poorly he or she was treated by your company!" J Jon Gordon is the author of The Carpenter: A Story About the Greatest Success Strategies of All. His best-selling books and talks have inspired readers and audiences around the world. 26 / NOVEMBER.DECEMBER.2014 RINKMAGAZINE.COM PHOTO: COURTESY OF RINK , Continued from page 25 How Can Employees Show Customers They Care? THINK ABOUT IT: IT TAKES ONLY ONE DISMISSIVE SALESPERSON OR RUDE CUSTOMER SERVICE REP TO DRIVE A CLIENT AWAY. , That little extra makes a big difference.