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What Do You Want Your Customers to Say After ...

Posted by on in Customer Service
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You’re probably asking “Am I supposed to know what my customers say when they leave?”

You might well be thinking:

  • I want them to say “Goodbye.”
  • Why do they have to say anything?
  • I hope my customers leave town!

How could knowing this possibly be important?   Why do you want to know what your customers say after you’ve served them?

Easy.  It’s a test.

When they say those magic words (what you want them to say), you’ll know it.  And when they don’t say it you’ll know you’re slipping.

I first heard about this a number of years ago and decided to write a list of what I wanted my customers to say.  (Maybe not the exact words because there will be different words, different phrases – but I wanted the spirit of the meaning to come through).  I now believe that this is where you should start:  in your marketing, in your sales and service standards, in your staff selection, in your product mix.   Why?  Because if I can get them to say my magic words (or something similar) then I know I’m on the mark!!
And working to get my customers to say the magic words, shapes my behaviour.
Set down the comments you want to hear and you’ll find you begin to change (for the better) your interactions in order to get them to utter those magic words that you’re yearning to hear.  Slowly but surely you’ll alter your behaviour into a new shape which demands the desired response.
You might be happy with hearing your customers say, “Thank you.”

Here is a list that other businesses have contributed: 

I want them:

  • To say “Wow!”
  • To tell me they’ve had the best meal ever!
  • To ask if they can go on my mailing list.
  • To look me in the eye and say “Thanks very much” and mean it.
  • To tell me they’ve had such a good time.
  • To have their eyes fill with tears of surprise.
  • To come in saying they’ve heard about me from the local hairdresser.
  • To tell me they’re going to bring all their friends in.
  • To tell me that I'm now their 'go to' person.
  • To tell me they're going to bring all their friends in.

So, what do you want your customers to say after you’ve served them

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Shopping should be a pleasure for everyone involved - customers, staff and business owners - never a chore.  I spend my time working with retail business owners - helping them love their businesses back to life!  This blog is my thoughts, ideas, tips and  musings on what I find...

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