Some Business Habits
When you set a date for delivery, whether it is a product, a phone call, deliver at least the day before.
Delighted clients/customers/members occur when what you provide is greater than what you promised and / or what they expected.
As Chris Daffy says 'it really is that simple '. If the member gets more than they were promised or expected, then that will be a cause of delight.
By how much must delivery exceed promise to create delight?
Again, the answer is simple. By how much does a sprinter have to beat a competitor to become the fastest in the World? By any amount that can be measured. So the answer is by any amount that the member will notice and value.
How do you create that delight? Of course there are lots of things that can help achieve that , sometimes as simple as being fun or just smiling , being more thoughtful , asking at the end of a call ' is there anything else I can do for you ' ( and asking all the time ) , being proactive and not just in your specific area, becoming a trusted advisor , giving , being personal or being a friend, being a good listener.
But if there is one thing that we can all do with every member, it is to keep the service promise i.e. delivering on all declarations of intent made by you or the business which as a result are perceived by our clients as promises. That is the measure of your reliability.
Your members must know that they can trust you and TAB (trust the brand) and that its people do whatever is promised. To members your most important ability is your reliability.
Living the promise is important for all of us whether that be meeting a commitment to a member or meeting a commitment to a colleague. Letting down a colleague is the same as letting down a member.
Be a Giver not a Taker
Become a giver and not a taker and start by learning how to say ' thank you ' consistently, that means every time, that means without fail, that means creating habits and starting now and showing your appreciation whether it be to a new or an existing member (even if it is your 100th thank you to that member) or to someone who has referred you to the member. And do it every time as your biggest priority at that time.
A simple thank you and a show of appreciation is not just the right thing to do because it is, but it will reinforce how much the member / referrer thinks of you.
And to remind ourselves, two acts stimulate referrals more than all others
- Providing referrals yourself for others ( or creating opportunities for referrals )
- And thanking people who have provided them
How can you thank people who have made an introduction? You need to be the judge …..
- A simple e mail / phone call of thank you
- A gift or favour ( be creative , very creative – it will stand out and mean more and won't be forgotten )
- If the source is an independent one who can duplicate the referral many times over, consider a finder's fee
- A handwritten note / card – far more effective and meaningful than an e mail – think carefully about your words
- Keep your referral sources up to date on progress being made by a member – remembering confidentiality
Show random acts of kindness on important occassions
Are you a natural giver or are you a taker or are you a matcher?
As Bill Gates said “There are two great forces of human nature—self-interest, and caring for others.” In many organizations, those forces come together with damaging effect. With thoughtful self- management, however, they can be yoked in such a way that caring for others becomes the best strategy for the most ambitious.
Adam Grant of Wharton in his book “Givers and Takers ' argues compellingly with an amazing array of authoritative statistics that givers over a long period achieve far more than matchers or takers. The only argument against giving is that sometimes givers are either taken for granted or they are afraid to ask for favours .They shouldn't do, there is a law of reciprocity i.e. If you do someone a favour , they will want to return it – invite them for dinner or to a party and they will want to return the favour. If they don’t you will eventually become fed up with them and move on (they lose).
But what is interesting is that we all overestimate how much of a giver we are. Are you realistic just how much you give to others, to your members, to your colleagues, to TAB? Statistics show that overwhelmingly the more you give, the more you will receive.