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10 Ways to Keep Your Customers Happy…and Keep Them!

In 2010 the television series Undercover Boss had a segment where the President and CEO of 7-Eleven, Joe DePinto, traveled to Shirley, New York.  He wanted to see why this store was the biggest seller of coffee in the 7-Eleven system with over 2,500 cups of coffee guzzled down every day.  He discovered that the manager of this high volume store was a sharp lady named Dolores who knew all of the customers by name.   WOW.  Can you imagine?   Some would say this is customer service at its most extreme, but it goes much deeper than that.  Certainly there must be other places to get a cup of joe in the morning, but something about Dolores and her personal attention kept the customers going back…they needed to see her when they stopped.  It wasn’t just about the coffee.  They wanted someone to ask how the job interview went…how it was going at home with the sick kids… In fact, eventually it wasn’t about the coffee at all.  It was about validation. Some would argue that the example above is a little over the top… that it has a ring of “sucking up” to one’s clientele.  That isn’t true at all.  There’s an old saying, “Keep your customers happy or somebody else will.”  This is true today more than ever.  Competition is everywhere, and there are computer programs which allow people to do many of their own tasks if they have the time (and skills) to learn the software.  It comes down to how you want to spend your minutes and money, but who doesn’t like to feel appreciated and...

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