by Nancy Friedman
As we all know, high-end clients for luxury events take a bit more time and care. While the following tips can be used for every customer, they work especially well for high-end clients — not because they have more money, but because they value good service immensely and immediately.
Pick a few of these tips and practice them until you don’t need to think about what you’re saying or doing. You want them to become second nature.
1. When someone is complaining, use sincere sympathy more than empathy.
2.Say something nice to people with whom you come in contact. Everyone enjoys a compliment. No need to go overboard. A simple “I like the earrings you’re wearing” or “That’s a great-looking watch” can go a long way.
3.Never argue with a customer. You will lose every round. Don’t even enter the ring. The old saying that “the customer is always right” is NOT true. It should read: “The customer always thinks they’re right.”
4.With every transaction, see if you can add some sort of nicety, such as “Enjoyed working with you” or “Thank you for staying with us” — something that makes them feel special. “Have a nice day” is a bit over used.
5.Be the first one to say, “Hello.” By the way, “Hi, how are you?” is not rapport building. It’s social noise. Try using “Nice to see you,” “Thank you for coming by,” “Thank you for staying with us,” or “Good to see/talk with you.” “Hi, how are you?” is nothing and does nothing.
6.Keep the fences low for everyone. Yes, making all sorts of rules is frustrating to everyone, especially high-end clients. Review your ‘fences’ now. Are some of your rules unnecessary?
7.If your attitude stinks, change it. No one else can do that for you, and no one wants to work with someone with a bad attitude. It’s your choice.
8.Respond rapidly. No one enjoys waiting, especially a high-end class of folks.
9. Keep a smile on your face — no matter what.
Nancy Friedman, Founder/Chairman, Telephone Doctor Customer Service Training, bringing you Zoom programs, and our www.serviceskils.com, a popular boutique, unique online eLearning platform. Nancy is a featured speaker on customer service, communications, and sales. www.nancyfriedman.com or call 314-276-1012.