How you treat your customers is crucial to the success of your organization. They really really matter!
It's important you treat your customers, your tribe, your clients, those you do business with like celebrities and VIP's. What do I mean by this?
If Tom Hanks, or Denzel Washington, or Will Ferrell, or Beyonce or Oprah showed up at your office, what would you do? How would you talk to them? What would be your body language? Would you be too busy with other things to say hi to them???....
A few thoughts:
1. Make your customers feel important. Shower them with encouragement and act like they are the only person in the room. Listen to them, and look them in the eye.
2. Show an amazing attention to details. Remember their names, their kids names, their favorite color, where they went to college, favorite movies, favorite snack, etc. And when they request something, even if very small, make it happen and execute.
3. Create a "customer rider." Celebrities have riders, that provide demands on quirky stuff. Same with customers. Allow your best customers to create a "rider," thus providing a way for you to get to know them better. A form they can fill out that will allow you to serve them well.
4. Truly be interested in what they are interested in. If they like the ballet, then learn about ballet. If they like sports, take them to a game. If they like art, give them a painting for their birthday.
5. Be eager to serve them. Your mindset should be to drop everything you are doing to take care of them. If Denzel or Beyonce walked in your house or your office, you would get them a diet coke and not be worried about the spreadsheet you are working on.....
6. Provide them swag. Celebrities get swag all the time. So should your customers.
7. Refer them to your friends and make connections for them that are win/win. Celebrities get tons of opportunities many times because people are always willing to introduce them to their friends. Make those same connections for your customers.
8. Respond immediately. Call them back the same day, return their emails in 24 hours, those kinds of things.
9. Make yourself available and accessible. Provide them with your cell #, email address, Twitter DM, Facebook friend message access, home #, and whatever else might make sense. Accessibility reveals trust, and trust is what keeps customers around for the long term.