David Knoble, CPA, PLLC

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How Do Your Customers FEEL?

I read a great book last week.  I know it is great when I read the first few chap­ters and then pull out a pen and begin under­lin­ing entire sec­tions.  This book took almost an entire pen!  There were so many great ideas, I decided to share many of them with you over the next few weeks.  This arti­cle dis­cusses cus­tomers and how they feel about you.

Accord­ing to this text, peo­ple in restau­rants tip more often than not with­out regard to effi­cient and prompt ser­vice.  Instead, they have been found to tip based on how they are treated by the waitstaff.

If the per­son very briefly touches the [cus­tomer] for exam­ple, the [cus­tomer] typ­i­cally tips more.  A warm smile, a “Hello again, Mr. Peters,” or any other hint of “I like you” all elicit big­ger tips, too.

Why would tip­ping be based on feel­ing good and not effi­cient,  prompt ser­vice?  The answer appears to be that our cus­tomers value how they feel more than the effi­ciency and effec­tive­ness of the ser­vice received.

How about your lobby?  Is it invit­ing and do peo­ple feel com­fort­able?  How does your recep­tion­ist sound when answer­ing the phone?  Do your cus­tomers feel the pas­sion when they make an appoint­ment or ask for more infor­ma­tion?  Your ven­dors, your bankers, every­one con­nected to your busi­ness will value you more if they feel good about how you treat them.

Find a way to make a cus­tomer feel good about your com­pany today.

© 2009, david.knoble
by David Kno­ble, CPA, PLLC
Serv­ing Non-Profits, Busi­nesses & Indi­vid­u­als
Rock Hill, SC

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