Remember the story about the destitute family who finds a goose that lays golden eggs? In the beginning, they are thrilled with the income from their golden eggs. Their life improves. But then greed steps in - the old woman decides to kill the goose so she can access all the gold at one time. The results? Goose is dead. No more golden eggs. No re-do.
This story relates to some of my clients. They love new customers (the goose). They are thrilled when current customers continue to buy and/or refer others (golden eggs). But often, without even realizing it, they kill the goose. How? Through poor service, inferior products, lack of following through on promises, and taking the customer for granted.
What do we need to do if we want our golden goose to keep sharing those priceless golden eggs? We need to take really good care of them!
Mary Kay Ash was a brilliant business woman. She believed that everyone had an invisible sign around their neck that said "Make me feel important". Applying this attitude to our clients, customers, patients, and prospects will encourage our geese to continue providing the "gold".
We can make our "golden goose" feel important by having good service, great follow up, and excellent products. That's smart business. But when you add "show gratitude" into the mix, you are feeding a part of their soul that will inspire loyalty and word-of-mouth marketing that can't be purchased.
Grab a pen and paper and set your timer for 15 minutes. Write down ways you can show appreciation and gratitude to your customers and golden geese. Just write - don't filter at this time.
Analyze your list:
- Which ones are you doing on a consistent basis?
- Which ones do you think your clients would respond to best?
- How can you create a system for implementing 1-2 of them consistently?
- Is this something that you can delegate?
- How will you track results?
When you take the opportunity to show genuine appreciation to the people already doing business with you, they will be more inclined to continue doing business with you. Find sincere ways to make them feel important and they will provide a lifetime of golden eggs.
One problem. One solution. 15 minutes/$25. Done.