There are many such small words that do
not directly satisfy a customer but make a big difference
while offering empathy or comfort. While such words are
taken for granted they subconsciously bring them closer.
Both parties may be unaware of the relationship or bonding
these words create.
It is in “our” interest to negotiate further
have achieved “our” objectives
This would mean a profit for “us”
Small words like this show oneness with
the customer, his activities and well-being.
Words like these may not be expressed in a
pure buy-sell or a short-term relationship. It is more often
experienced in long standing relation. A relation that has
evolved over time, where there is a genuine concern for the
growth and success of the customer. Concerns, that passes
the test of time in business.
For the customer, he is satisfied that his
interests are understood and addressed. He feels secure and
well looked after. And, for the service provider … well, he
becomes an extension of the customers business. It is a
win-win situation where the service provider takes over and
the customer gladly hands over his problem or situation and
leaves it in good hands.
Yes, small words make a big
In retrospection one finds many such
simple words that are taken for granted but could make a big
difference to make a customer happy and come back to you.
One of them is “Thank you”. This is often heard after a
purchase but rarely would you hear a “thank you” for just
visiting an establishment. A “thank you” is warranted after
a purchase, but a conscious “thank you” for just stepping in
portrays due courtesy to a potential customer. It makes a
person revisit that place and maybe actually purchase
sometime in future. Imagine you were to be ignored or not
acknowledged while stepping out without a purchase. While
this might be embarrassing to the customer himself, it makes
him wary of entering the place next time knowing well, the
kind of treatment to expect. By saying “Thank you” with or
without a purchase you are sending a positive message in
favor of your establishment.
Always remember a customer shares his
experience with others.
Normally it is wise to strike it right the first time.
This is not always possible. You come with sufficient
justified justifications for it. But have you ever tried
saying “sorry” for what happened in true earnest? Try it.
Normally you find the other person equally willing and
wholeheartedly understanding, accepting and forgiving. He
might even turn around and help solve the problem. Your
humility has converted the situation in your favor. It’s
hitting two birds with one stone. You manage to salvage an
unpleasant situation and get another opportunity for
“Sorry” must elicit two reactions –
“Forgiven” or “Not Forgiven”. In either situation a meek
“sorry” has towered over the customer’s ego and invariably
gets him down to accepting it. By not accepting an apology
he becomes even smaller and converts the person who said
sorry to a hero. “Sorry” does work wonders in customer
However, don’t make “sorry” a habit.
Another magic word to customer satisfaction and business
success is “Yes”. It all starts from here. “Yes” is a
reflection of ones attitude and thinking. With a “yes” you
invite the customer for business while with a “no” you
immediately drive him away. Even if you do not have items to
the customer’s specification you can try to get it or
suggest alternates. Whatever the situation, it all has to
start with a “yes” to ensure business.
Show genuine concern towards your
customer, his business and success and over time these small
words uttered make a big difference in business.