Customer Care

Strategies to

Woo and Wow

your Valued Guests

to Keep Them Loyal

and Coming Back for More

• Why successful businesses start at the end

and work backwards

• How to build trust early and avoid buyers’

remorse

• The subtle extras that can convert a

lukewarm buyer or one time customer into

a raving fan

• The significance of glue in building loyalty

• The simplest and easiest way to stay on

your guests’ radar and keep their attention

• How to ensure consistency so guests

receive the same levels of attention on

every visit

7 strategies.... to Woo and Wow

your Valued Guests to Keep Them Loyal and Coming Back for More

Why? • Significantly easier to sell to

– already know you and what you offer

– existing relationship so can personalise

– first-hand experience of your product or

service and hopefully like the result

– already experienced your service so

built trust

– spend more

– more likely to recommend

• = More PROFIT

Habit # 2

Begin with the

end in mind

1.Define your Service Values B.R.A.N.D.

When your guests leave…

What would you want them to:

Feel

Say

Do

2.Engage early

Engage

•First impressions

•Build rapport

•Confirm

•Add value

Add Value •Share information

•Build anticipation

•How else can you help?

3. Warm Welcome •Make it personal

•Stay engaged

•Listen

•Add some GLUE

G.L.U.E.

Give

Little

Unexpected

Extras

4.Think Long Term •Last impressions

•Mementos

•Stay on their radar….

What is the very last thing they hear,

see, smell,

taste, feel?

Wow Do

Something

Different

What touch of magic can you add to make it truly memorable?

Out of sight is

out of mind

Show your

appreciation

5.Consistency

(+1%)

Consistency …

•Systems

•Resources

•Equipment

•Time

•Continuous improvement

6. Create a trusted team •Expectations

•Behaviours

•Knowledge

•Skills

•Support

•Confidence

Confidence is the aspect that’s

so often missing.

•Practise in a safe

environment

•Feedback

7. Inspire &

engage your team

Empower • Personal suggestions

• License to do what’s best

• Anticipate (what if…)

• Ownership and authority

• Keep informed

• Personal Development

• Continuous improvement

Recognition What’s important to them?

1. Thank you

2. Treat

3. Time

4. Awards

5. Opportunities

7 strategies.... to Woo and Wow

your Valued Guests to Keep Them Loyal and Coming Back for More

7 strategies... 1. Define your values

2. Engage early

3. Warm welcome

4. Think long term

5. Consistency

6. Create a trusted team

7. Inspire and engage your team

Customer Care

Strategies to

Woo and Wow

your Valued Guests

to Keep Them Loyal

and Coming Back for More

For more information caroline@naturallyloyal.com

www. naturallyloyal.com

www.21ways2wow.com