I know you’ve heard it a thousand times: make your prospective customer feel welcome and safe while they’re learning about your products and services, and they’ll buy from you.
But when you actually see this in action, it’s a miracle to behold.
One afternoon, with several hours to spare before I had to appear at a speaking engagement in New York City, I wandered into Macy’s Herald Square. It’s one of the busiest department stores in New York, and it didn’t help that it was pouring rain and everyone wanted to get inside to dry off a bit.
So how does Macy’s welcome its customers? With the most brilliant — and inexpensive — solution that can be handed out at the door on a rainy day: Umbrella Bags. A very nice man in a very nice business suit stood at the door for hours, offering people plastic bags (with the Macy’s logo on it, naturally!) so that they could tuck their wet umbrellas away while they shopped.
You might think this is no big deal, but if you’ve ever shopped in a crowded store, trying to figure out what to do with your web umbrella is a real distraction. Macy’s made every person who walked through the door feel welcomed and cared for.
Net result: less distracted people who could focus on buying.
Now apply this to your business:
- If you have an office or a place where you meet customers, how welcoming is it? What color is the decor? Do you see to their basic and common needs, like bathrooms, water, etc.?
- If your business has a website, do you give them the information they’re looking for, in a simple and speedy way? Are your text, graphics and colors friendly and welcoming?
- When you answer the phone or connect via video conference, how is your voice modulated? Do you act rushed or do you relax into the conversation and create a great environment?
- When you answer emails, what’s the tone of reply coming off your keyboard?
Make your customers feel welcomed and cared for, and they’ll return again and again.
We Won’t Eat What We Don’t Understand