January 5th, 2008 13:47 EST
McDonald's Hidden Customer SECRETS
The Law of Customer attraction is not The SECRET we think it is. Our ability to attract customers is all around us. The companies that do it the best are the ones that are consistently sticking with the game plan. Make one mistake and it`s not all over. McDonald`s has learned The New SECRET...how to redeem themselves over and over and over again from small failures at the drive through. It`s not the small mistakes that cost a company its customers anyway. It`s our failure to repent acknowledging that we failed and we sincerely apologize. But that`s the one thing that McDonald`s has learned to capitalize upon. If you learn that great customer service requires repenting then you can become as successful as McDonald`s. Do you know how to repent to your customers?
The MSN Encarta dictionary says repent means, 1. Be sorry: to recognize the wrong in something you have done and be sorry about it. I think it is an appropriate word that expresses how the leading companies improve their customer retention. Retaining customers is the primary focus of the world`s leading companies and they just don`t do it standing over their Customer Care Centers with a baseball bat demanding, "Stop our customers from leaving". If your customers are leaving the first question, you should ask is "Where is the Love?" Have you ever seen a woman leave a man who was a good loving husband? Probably not. Likewise, no intelligent customer ever leaves a place where the atmosphere of the business transaction is illuminated with love.
Love keeps the customer coming back...
The secret to keeping your customers coming back has a lot to do with the love atmosphere. Repenting to your customer when you`ve failed them is the only way to come off your high horse and show the customer you genuinely care. Caring is the atmosphere we associate with being loved and love keeps us coming back. The rule I learned in consulting that made a tremendous difference in my success and caused me to rise higher in employment circles was "People don`t care how much you know till they know how much you care". This is one of the Laws of authentic serving. Give your customers love.
The best customers are attracted to humility...
The reason McDonald`s continues to attract customers over and over again to them is locked in the secret of humility. Now humility walks hand and hand with repentance. True humility is not aggressive or arrogant because it is too busy being courteous and respectful to its customers. Hang out with your best customers and you`ll find like McDonald`s has found your best customers are attracted to humility. Do your customers see the humility in the way you do business with them? If they don`t this is what is repelling them but if they do this is the glue that is holding every one of your customers in place. Now like attracts like. The more customers you have that are experiencing love the more they`re telling others about how good you are to them. Do your customers tell other customers just how much you love them?
Your Customers should be bragging...
Are they? Are your customers telling everyone how good you are to them? They should be if they like what you do. Do you ever remember having a good friend that started a new relationship with a person they fell in love with? How about you? Do you remember when you fell in love with that special someone? No matter how hard you tried it seemed every conversation began and ended with the person you were in love with and this is how your customers should be feeling about doing business with you. I have so much more to say about The Law of Customer Attraction and so little time, so please stay tuned and remember there are no real problems only a failure to be more creative than we`ve ever been. If you invent your opportunity, you`ll create your future.
Is there anything else I can do for you?
Your Servant, Deremiah, *CPE
(c) 2007 by Deremiah *CPE, Customer Passion Executive
Deremiah *CPE, Customer Passion Executive. A "Top 25" Marketing Expert on Marketingprofs.com. This Nightingale Conant Award-Winning Speaker, Artist & Inventor, has shown hundreds of Customer Passion Evangelist, CEO`s, Consultants and Sales people how to use his simple but tremendous techniques. Using the Servant`s Mentality to expand the footprint of many companies as he increases customer relationships and simultaneously helps At-Risk Children in the communities where you do business every day. Reach Deremiah at www.byderemiah.com .