Your customers like the predictable.
Your customers love the unpredictable (that wow them). You can entice people to spread your brand.
And the enticing cannot end. Better not do it as it does not last. A man went to an established custom tailor shop to make a tuxedo to be worn at an event in one month time.
The staff promised they can make the suit in time for the big day. Two weeks later, the man came for the first fitting. Both the pant and jacket needed alteration. He was informed to go for the final fitting 3 days before the event. On that day, there's no call from the tailor shop. The man called up the next day and was told the suit was ready. By then, the man could only collect it one day before the event. He turned up at the shop and tried on the suit. Again, the pant and jacket were too tight. The staff promised to have it altered the next day before 12pm. Unfortunately, damage has been done. Could the staff have offered to hand deliver the suit to the home and ensure everything is fixed? Could the staff have indicated on the invoice that this is an urgent order on the very day the man stepped in? Give them more more value than they paid for.
1-For-1
20% ~ 50% discount Return Voucher Come-4-Pay-3 Free appetizer/dessert with main course Not when we NEED it. Like making a queue form to create the impression that your product or service is in great demand.
What is the first thing most owners do when they have famous people patronizing their businesses?
Out with the camera for a photo with the celebrity. Next, up goes the photo on social media. And for a lasting effect, a framed photo hanging on your wall. How much free publicity you could generate from a photo taken with a famous person? There is a restaurant in business for many years which do exactly the opposite. International stars, billionaires and political honchos dined here. Photos taken but nothing is displayed. All they focus on are good food, reasonable price and great service. - Curious
- Skeptical - Fear - Interesting? - Different? - Let's try - Oh. OK. What to do to thrives? When was the last time you called a hotel to make a reservation at its restaurant?
Usually, the staff will ask for your name and contact number so that they will call to confirm your reservation one day before or on the actual day. The conversation I had with a hotel today was different. Apart from the usual information, she asked: - If this is the first time I'm dining there? - If there will be any kids coming along? - Where do I prefer to be seated? - Are there any other preferences that I would like to highlight? What happens if she asked: - Is it for any special occasion? - Would you like me to email the spread to you? It's so easy. Don't say it's not applicable to your business. Send an email to a big corporation and you've to wait 3 to 7 days to receive a standard reply.
Send an email to a small company and you get an answer within 24 hours. The big corporations have just too many customers and they can't be bothered with another one making noise. - Be a little bit crazy
- Laugh a lot - Smile often - Sing a song - Go for a walk - Be grateful you woke up today Everyday, we hear stories about bad service in all kinds of businesses.
After all, we pay to be happy, not to look at the staff's sulky faces. What if you know that the staff was just scolded by the manager wrongly? What if you know the staff is facing financial difficulty taking care of the mother suffering from cancer? Actually, all these are none of your business. We are the king, aren't we? But if you are a little more patient, a little more understanding, a little more caring, a little more empathetic? You have the power to make the day a little brighter for the staff, just as the staff has the same power too. |
AuthorOutrageous Marketing Archives
May 2020
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