Do you make your customers feel valued?

Yesterday my family and I spent two hours with the top 20 employees of a large UK business. Each of those employees earns more in a week than I do in a year. And they were working hard.

Yet they took the time to greet us and make us feel welcome. They chatted with the kids, dug out a bunch of gifts, and posed patiently for numerous great photos.

And all this, even though our visit was unannounced and unexpected.

Needless to say, we came away with a great feeling about that business. For a brief moment there, we weren't a customer account number or a spreadsheet entry. We were special.

How hard do you try to make each individual customer feel special?

(A public thanks to the players and trainers of Newcastle Football Club. We were on a long weekend break in southern Austria and bumped into them at their "closed doors" summer training camp. Best day of my kids' lives.)

Permalink | July 10, 2007 | 0 comment(s)
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