Tis the holiday season…

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Who Remembers You?

Question: What is it that your business, the holidays and memories all have in common? Not sure? If you know this simple idea and if done well, you can earn a fortune throughout the life of your business. Curious? Come on! Let’s explore further.

So, it’s the holiday season…. what is it about the holiday season that we so love? I think its anticipation, participation and reflection…simply put.

But, lets focus on is reflection? Reflection is about memories and the emotion attached to those memories. Let me ask this, how long will you remember this holiday? If you were engaged to be married you’d better remember it every year for the rest of your life! What if you added a family member or unfortunately lost a family member? Meaningful events create lasting memories. Reflection and memories are an inherent part of life – the stronger the emotional tie, the stronger the memory.

Now, here’s a million dollar question, “How long will your customers/prospects remember you? Do your customers remember you above all others? Do they say: “WOW! I will always remember her because…!” No? How about this; give me three examples – to many? just one then - of how you differentiate yourself and your business from the competition? “Uhhhh, well, gezzzz…I’m not really sure Greg”, you moan!

Yea, I know, you probably don’t! So here’s the secret that can earn you a fortune: If you are not with out a doubt THE most memorable experience for your customer/prospect the competition is going to kick your butt! “But”, you whine, “It’s hard to be memorable, Greg. Just tell us how so we can earn the fortune you talk about”.

O.K. Here are three MEMORABLE things that you can do today. Remember this critical point though, people buy from and do business with you when they feel good (positive emotions) about you, like you and trust you.

Ensure that a friendly voice answer the phone 24/7/365. Yes, I said 24/7/365! And whatever you do, focus on the friendly part. And I do mean friendly –with compassion, got it? – someone who actually conveys concern. Or can fake it better than Millie Vanillie! Don’t think it’ll work? Try this: call your competition (I recommend at least 100) 10 minutes after they close. I bet you go straight to voice mail hell, huh? Make you feel good? Get it now? Your customer called to talk to you! They call to buy from you! They call to get their concerns resolved! Talk to ‘em. Do it – 24/7/365 –you will be remembered! And loved!

Now, if it’s impossible to answer 24/7/365, and I do mean impossible then change that pathetic voice mail that sounds like this: “Hi! Were out of the office or away from the phone right now. (Duhhh!) So leave a message at the beep.” Yes, that is pathetic! Your customers don’t care what you are doing! In fact, they couldn’t care less where you are. Did I mention that they called to talk to you? Thought so! If you absolutely, positively can’t answer in person then be creative with the message. Be unique. That’s the first goal. The second goal is: have 5 people a day call your phone just to listen to your message because it is so entertaining and fun. (I just gave you five free leads a day, that’s 1,200 leads a year. How much is that worth?) “But how, Greg?” you beg. O.K. here’s one very effective approach.

Have one of your valued customers record your voice mail message for you. Say something like this: “This is Jane and I have been a customer of ABC Company for 10 years and they consistently do a fantastic job – best service of ANY company that I’ve

ever worked with! In fact they’re here right now treating me as if I were royalty. If your not using ‘em, you should! Leave your name and number and you too can be treated like royalty”. Simple, huh? Do it! You’ll be remembered. And loved. Then change it weekly.

Bad day? Key employees didn’t show up? No sleep last night? Those flashing red lights in your rear view mirror weren’t notifying you that you had won small businessperson of the year? Let me guess, your attitude stinks! Change it, fast! Customers don’t care about your problems; they only care about their problems. Get it?! Customers are not a problem. Simply put, customers are the reason your children are eating, going to college and the reason that you have a roof over your head. Remember this before and after meeting with every customer. Be thankful! Be grateful! Don’t just feel it, don’t just think it; express it to your customer. Customer Rule #1: They want to feel as if they are the most important person in the world. That’s your job, understand? Your attitude should convey that they are #1, not just today but tomorrow and for the next 100 years.

3.5 A HOLIDAY BONUS! People are memorable. Companies can be memorable. Service can be memorable. First impressions are extremely memorable. Positive emotions are extremely memorable. If you and your company aren’t creating positive and memorable experiences and emotions for your customers/prospects, whom do you think that they’ll want to do business with? You or your competition? Got it?

Great example from the archives, I have a client from South Africa with the loveliest accent you can ever imagine. It is sincere, unique, friendly, helpful, knowledgeable and therefore, very memorable. She captures the customers’ imagination and their emotions! Prospects constantly say: “Oh, I remember you, you are the one with that lovely accent”. And then they Hire her! Got it now?

Greg Johnson, speaker, author and executive mentor is President of Denver based Johnson Associates Consulting. He conducts seminars, sales training, customer satisfaction workshops and provides ‘value first’. Schedule a speaking or seminar engagement today, contact him at gej104@peoplepc.com or (303) 356-3878.