Be Rave Worthy - robin sharma

May 23, 2007

When friends tell me about a great product or experience I listen. Because I trust them. Whether it's a new gadget, a hot band or a great restaurant I'll give it a try on a friend's recommendation. Especially if they rave about it. When someone I trust brags about the service they received I want to check it out. Truly world-class companies (of any size) know how important it is to be rave-worthy. To deliver such extraordinary service that customers have to tell their friends.

Creating a rave-worthy experience or product doesn't necessarily require money. However, it does demand Obsessive Attention to Detail (OAD). Think about your business (or your services) from the client's perspective.

Examine every interaction to find opportunities to delight them. Make it a pleasure for your customers to do business with you. Starbucks created a deeply satisfying experience around a simple coffee purchase. Lufthansa Airlines treats every passenger like a VIP.

Here's the big idea: No matter who you are, you have customers. Whether you offer professional services, work for a large organization or sweep the street you have clients. Leadership is about taking responsibility and ensuring that your customers rave about you. Be like Lufthansa Airlines, Virgin and Apple and create interactions that people can't help but brag about.

Here are some strategies for becoming Rave-Worthy:JBN (Just Be Nice): Please and thank you go a long way. Treat every customer as if they were a friend in your home.Do What You Say You'll Do: Show up on time (there's no early; just on time and late). Respond to email or phone calls promptly. Get things done on time. Honour your commitments.

Make it easy to work with you: Is it a hassle to get in touch with the right people at your organization? Are return policies confusing? Are meetings productive?Listen: The most important things on your customers minds may not be spoken.

Listen deeply and ask questions to find out what they really want.Under Promise and Over Deliver: Give them more than they have a right to ask for.

http://www.robinsharma.com/