Six Figure Mastermind, Marianne DeNovellis here.
today, I've got 9 tips to make your customers happy so stay tuned.
Now you want to make your customers happy because no happy customers mean no customers.
So here's the top 9 tips in making happy customers for your six figure business.
Tip number 1 - Ask how's your business is doing with a survey.
Now check out in other videos for how to build a survey, what to include in the survey, how
to push those surveys out and how to analyze the day that when they get back.
But get them out there your customers want to have a say in your business because as
a customer their in essence.
Sort of a stock holder in your business.
They put money into your business right?
Which means that they own a small portion of it even if they don't stock, they own a
piece of that.
So when someone knows that they help to create something, your customers will feel better
about participating in your business right?
So send out a survey and ask for their feedback.
That's the number 1 tip.
Number 2 - Collect and share frequently ask questions.
Now here's what I mean by that okay?
That can be a little bit confusing, right?
so if for example you're working with the lot of customers and you find that the same
questions keep coming up over and over and over and over again whether whether it's on
the phone, whether it's in person, I would actually collect and compile these questions
and create an FAQ page or an FAQ sheet for your product or your business or your website.
FAQ sheet is exactly what it's sounds like - frequently asked questions - and you're
not just making this up.
These are real frequent asked questions.
Make sure that your customers know that questions are getting answered by getting to push it
out to front to them.
So you may have to do it all in the back and you don't have to wait for them to ask you
and say, " you know what, this is an faq sheet.
Everyone just like you had these questions like this before.
All these questions are answered right away."
It's going to save them time and it's going to save you time.because you don't have to
be constantly answering the same questions over and over and over again.
Just put it on your faq page, and that will be able to digest it piece by piece.
Number 3 - Don't over promise.
You know you probably heard this before.
In any good business, don't over promise but we do over fulfill, okay?
Over promising means that you're saying that you can do things that you aren't actually
capable of doing.
Don't promise that something's going to happen if you don't have a track record for it.
You can't promise results for your customers especially if you've never had those results
come up to your customers before.
You can't promise on potential.
So don't promise things that you cannot fulfill on.
You can promise on things that include delivery for you.
You can promise on things based on past customer experiences, based on past testimonials, but
you can't really promise something has never been done before.
You just can't and you'll waste a lot of time and energy trying to clean up the mess if
you do.
Number 4 - Do over fulfill.
Now we just said, don't over promise but do over fulfill, okay?
We've kind of created an imbalance of value here.
So if our promise threshold is right here and our delivery is right here, what if we
are to widen that gap just a little bit?
I'm going to under promise.
Maybe a little bit and over fulfill a little bit.
This is the value and your customers satisfaction happiness rating, okay?
Over fulfilling means going above and beyond what you said you could do with what you know
you can do.
Again, now I'll underline them for a minute.
With what you know you can do, over fulfilling if you don't know you can do it is of course
worthless.
But how do you over fulfill, right?
You can spend extra time with your clients.
You can give bonus materials with your clients.
You can give bonus products to your clients, you can follow up with check ins, calls and
touch base with your client even after the purchase has been done so they feel like they
have a good working relationship with you.
Over fulfilling means doing what other businesses wouldn't think of to do.
Go take your unique perspective on whatever your six figure business is, and give it to
your clients in that over fulfillment space.
The bigger that gap, the happier customers are.
Number 5 - Keep your customer informed.
I can't stress how absolutely critical communication is in your business.
Meaning if you have a new event coming up, let your customer be the first to know about
it.If you have a new product rolling out, let you customer know in advance before it
hits the public.
Let your existing customers know ahead of time.
They'll feel like superstars.
If they're the ones that in scoop before that goes to the public.
Keep your customers in the know of anything new and things like that but you're also going
to keep them in the know if there's any changes or policies that gets updated.they want to
know again, ahead of time.
As soon as you know, especially we can give a 4-6 weeks especially if it has something
to do with a policy change or price change or what have you.
The sooner your customers know, the better.
Number 6 - Own your mistakes.
There's a quote by John Maxwell.
It says, "A man must be big enough to admit his mistakes, smart enough to profit from
them and strong enough to correct them."
Owning your mistakes has a lot to do with the communication we just talked about in
step number 5, in tip number 5.
Owning your mistakes means open communication with your clients.
It means being totally transparent with what the customer needs to know and what they need
to see.
If you make a mistake in a charge in your business.
If you overcharge a customer, be the first one to reach out, be the first one to be proactive
instead of reactive when a customer comes with the complaint.
You're going to eliminate more than half of your complaints in your business by simply
informing your customers and owning your mistakes out the gate.
Own your mistakes before your customer owns your mistake.
Number 7 - Ask for input and then tell your customers when you use their ideas.
Now, there's another YouTube channel that you maybe may have heard of.
It's Honest Trailers, you know.
It's a super fun movie digestion channel where it you know gives this ideas of maybe how
movie should have gone and been produced and how the honest trailer really would have looked
if it really it really told about the movie.
And what I love about the end of these YouTube clips on that channel, is that at the end,
they will take the social proof, the social commentary and display it on their videos.
So people will say, "hey, you need to analyze this movie next.
Hey, you need to do an honest trailer to this move next.
You really should do twilight or you really should do avengers, you really should do new
moon or whatever movies are out there right?"
Love it or hate it, people love to give feedback.
And what I love about this channel, is they'll take those comments and show them on the YouTube
channel itself.
So they'll not only take the idea and run with it, but they'll also credit the person
that gave them the idea.
So if you really want to make your customers like feel awesome, like superstars, take their
ideas and if they're great, use them and if you use them, tell the customer that you did.
Number 8 - add value by offering additional resources outside your business.
Wait that seems counter intuitive, right?
Like why would I send someone's somewhere else if I'm trying to build a six figure business,
I'm trying to do business for myself.
That's totally backwards.
That's scarcity mindset, right?
We do not want to operate in a scarcity mindset because that takes us to scarcity.
The abundance mindset says that, "hey, I know exactly what I'm capable of and I know exactly
how it could rock your world when you work with me.
I also know what I'm not capable of but I am connected with someone who is capable of
fulfilling that part of what you need.
So for example, Maybe you are interior designer and you're trying to grow your interior designing
business.
And you have access to all of the textiles, you have access to have all paint colors,
you have access to everything in your interior design business except a great photographer.
But you're going to need a photographer in your interior design business because you
got to document for your website.
You got to document for your brochures.
You got to document for your before and after pictures.
You got to want to documents for clients too.
So if you don't have a great photographer, don't just hire your best friend's neighbor
cousin, get a great resource.
Get someone that you would recommend and who's name you can run with.
Offering great resources to your clients, builds a relationship of trust between you
and them.
Let your customers know that you really interested in what's best for them, instead of the bottom
line for you.
Number 9 - show gratitude.
Now I hope this would be obvious but this is something that often we really overlooked
in business.
When was the last time you got a thank you card in the mail?
When is the last time you got a genuine eye to eye thank you from someone you purchase
something from.
Either in person or maybe a digital version of that online.
Gratitude goes so far in boosting your customer's happiness level.
When it comes to doing business with you.
Especially handwritten note.
I love getting hand written notes from supplies that I order from.
I have a supplier for a jewelry business that I have on the side that they actually send
a hand written note on occasion whenever they ship me extra ... whenever they ship me product
that I order.
They're even cool and add a little bonus in there once in a while.
But that little thank you for doing business with me.
Thank you for spending time with us.
Thank you for you know using our website that we just put up.
Offering gratitude to your customers, it only sends how good you do guys.
And you want to break down all of that yumminess and good you do and happy vibes to your business
because you want your customers to come back and feel valued and welcome there.
So send out gratitude.
If you want to and you can and it's feasible, send out hand written thank you cards.
But like baseline, at least send a thank you email that's genuine and not trying to pitch
anymore products, just a 100% true, pure thank you goes to your customers right for the business,
it's going to totally rock their word.
They'll love it.
Implementing these tips, see how many you can do one day with the same customer, let's
just make our customers the happiest people on the planet where they keep coming back
and increase that customer loyalty.
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I'll see you tomorrow.