Learn some statistics that may surprise you. Find out how easily customers take their business elsewhere and how quickly they complain to other people about your company.

1. Know Your Customer
   • Who IS your customer?
   • Specialize in YOUR customer (age, ethnicity, gender, special needs)
   • What are their fears? Their needs? What can you provide for them that your competitors can’t?
   • Get to know them personally
     • Listen
     • Use their names
     • CARE ABOUT THEM
   
   
2. Make Me Feel Important "MMFI"
   • The most basic human need
   • Know their name
   • Compliment them
   • Give them your full attention
   • Care about them
   • Don't rush them
   • When finished, ask if there is anything else
   • Listen and Empathize
   
   
3. Exceed Their Expectations
   • Under-promise and over-deliver
   • Create you brand by exceeding their expectations
   • Make them feel special
   • Shop your competition, see what they do, and determine to exceed it.
   • Think "quality’ in everything you do: from how you dress, to how you organize your office, to how you answer the phone, to how you help the customer solve problems
     
   
   
4. Make It Effortless
   • Do things and make decisions because it makes it easier for the customer, not easier for YOU.
   • Never ask THEM to call you back, you call them.
   • Save them time; save them effort; save them money; help them save face
   • Anticipate their needs
   • Remember that service means to SERVE
   
   
5. Keep Your Promises
   • We live in a world where nobody makes commitments, is on time, meets deadlines or obligations. Woody Allen once said that 80% of success is just showing up... and sadly that is entirely true.
   • How many times have you done business with someone who says "You'll have that by Thursday..." but you don't get it Thursday, Friday, Monday, Tuesday or a week from Thursday?
   • How wonderful it would be to have customers talk about you and say... "you can always count on Mary to come through."
   
   
6. Set the Stage
   • Every small detail of your business sends a message to the customer, details we are often not aware of.
   • Walk through your location and see everything the customer sees:
     • Employee break room
     • Storage room
     • Restrooms
     • Smells and sounds
     • Employees gossiping or discussing customers
     • Employees on the phone
     • Employees eating, chewing gum, smoking
   • Pay attention to details:
     • Always spell the customer's name correctly.
     • Make sure their address is correct and pay attention to specifics.
     • Check for typos, mathematical errors, all details.
   • Be aware of the messages send on the phone and via email, and even when away from work.
   
   
7. Use C.A.R.E.
   94% customers who have a problem with your business will do business with you again if their complaint is resolved quickly.
   
   If you do encounter an unhappy customer, use the CARE formula:
   • Concern
     • Always acknowledge the person's emotion and show your concern.
     • DO NOT ignore their anger, frustration, or unhappiness.
   • Acknowledgement
     • Repeat the situation back to them as you understand it.
     • Show that you understand the person is upset and let them know you are going to help.
   • Responsiveness
     • Fix it, and fix it NOW
     • Follow up - Communicate, communicate, communicate
     • Give the customer updates frequently
   • Empathy
     • Always show that you understand
     • Never judge or blame the customer
     • Don’t be defensive, be responsive

To my customer: I may not have the answer, but I'll find it. I may not have the time, but I'll make it. I may not be the biggest, but I'll be the most committed to your success."
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