Prescription: Do and Be More Than Expected. Be…UNEXPECTED.

call

What to stand out? Do this.

Be…UNEXPECTED.

Drive results by creating memorable experiences.
BMR. Are you delivering BMR? Bare Minimum Required. If so, that choice could be standing in your way. This is meeting minimal requirements when servicing others. This action is responding to a need that is expected. This activity, while accomplishing the task, in most cases…will NOT be remembered by your customer.

Response to a Need. Most individuals fall into this category. This action is simply responding to a need that has been communicated and while this form of response is certainly welcomed and appreciated, it is often poorly executed. This action will PROBABLY be remembered by your customer and ONLY if you get it right.

Want to take the experience to a higher level? Want to ALWAYS be remembered? Try this…
Anticipate a Need. Create an UNEXPECTED response, to a need, resulting in a surprise. That’s right…this action is simply anticipating a need and executing. Anticipate a customer need and ALWAYS be remembered.

Scenario: You take a dress shirt to your local dry cleaner for cleaning.

BMR. You pick up a clean shirt. Expected. NOT remembered.

Response to a Need. You pick up a clean shirt and the spot you requested to be removed is now…removed. Expected. PROBABLY remembered.

Anticipate a Need. You pick up a clean shirt and the spot you requested to be removed is now…removed. However, the missing button on the shirt, which you did not notice, has been replaced and repaired. UNEXPECTED. ALWAYS remembered.

Stay one step ahead and you will be on your way to driving customer loyalty! Be UNEXPECTED.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

w

Connecting to %s