Keep in touch!

As a business owner, do you want to ensure that customers remain loyal to your product or service? One sure way to encourage customer loyalty is to nurture a feeling of delight in each one of your clients.

You’ll know that you’ve provided your customers with a “wow!” experience when they can’t help but share the details about their positive experience with friends and family. This has two positive results for your business: one, your customer has developed positive feelings about your services; and two, they will remember details about your services clearly in the future.

“Think about your own experiences. We tend to remember the people and places that provide us with a “wow” experience,” says Chantal Lamarre, Director General of Carrus. “Often, it’s the little things that make all the difference - a bottle of water offered to you by a service representative while you are waiting, for example, or a small and unexpected gesture made by a salesperson that made you feel important.”

The Concept of Enchantment

A customer who has been impressed and delighted by your service will become your strongest supporter and brand ambassador. They will tell their friends, suppliers and customers, passing on their positive experience in the most beneficial way possible for your business.

Remember that a visit to a repair shop isn’t an expense that results in a reward for the customer; it is a necessary expense, which makes it particularly important that you provide them with some sense of enjoyment during the experience. By making the effort to give them a positive experience, you increase the odds that they will return to you the next time they need a similar service.

Nurturing the “Wow” Experience

Innovation, a focus on quality, and being attentive to customers’ wants and needs are all good ways to nurture positive feelings in your customers. Surprise them with unexpected acts of kindness; show them that you are happy to go beyond the call of duty to make their experience a delightful one!

“We often speak about the importance of first impressions. Ironically, the “wow” experience is one that is usually created during the last minutes of a transaction,” says Chantal Lamarre.

“My advice is to finish strong – this helps you create a positive experience, which will leave a lasting impression on the customer.”