1. Do what you say
you'll do, and more. Under-promise and over-deliver.
2. Personally follow-up
with new customers. Make sure the product is delivered as promised and
performs as expected.
3. Survey customers
to discover their unfulfilled expectations and undisclosed needs. Then
4. Empower your
front-line people to do whatever is necessary to satisfy an unhappy
customer. On the spot.
5. Identify your
up-selling and cross-selling opportunities. Then train, train, train.
6. Do something
special to reward your repeat customers. An invitation-only sale, a
coupon mailing, or free service for a year.
7. Track response
time in resolving customer complaints. Then shorten it.
8. Shop your own
store; call your own office. Did you feel welcome, comfortable, and
9. Watch your people,
and reward them for providing exceptional service.
10. Make every employee
feel unique, special, and appreciated. It's contagious.