Are you wanting to add that extra special something in your connections with your customers? That one thing that will leave in them a lasting memory which will bring them back to you again and again? Find out some great shortcuts to delight your customers and leave lasting impressions in this interview between Dale Beaumont and Kirsty Dunphey.
At just 21, Kirsty co-founded and became managing director of M&M Real Estate. In 2006, Kirsty sold her share in her real estate company and is now an in-demand sales and service speaker and trainer performing around 30 keynotes presentations a year.
What are some practical examples of using systems to delight customers?
If I had to pick one specialty as a sales and service professional, it would be to delight customers with personalised touches. One of my mentors has always showed me this; each year on my birthday, stunning flowers show up at my house – they’re from Glen. Even when Glen and my aunt, grandmother and mum were selling a family property in his area, he organised to get framed photographs of me from them. However, take heed: if you try and do these thoughtful touches all the time without systems in place, it can become very time consuming!
Some shortcuts that I have found to work well include:
- Pre-writing birthday and anniversary cards. Do them at the beginning of each month and it will save you heaps of time. We’ve also had great success with putting lotto tickets in cards and other inexpensive but exciting gifts into cards.
- Write your Christmas cards up as you finish dealing with the client (you’ll have less to write when it comes to November). I say November because I like to send my cards out mid-November. Don’t forget: to be remembered you have to be different, one easy way to be different here is to be first!
- Have hand written cards for certain situations in your car or desk. Some examples for real estate agents might be, the thank you card you leave after a presentation, a card for someone who is doing a great job renovating or a card that simply says, ‘I love your home, it’s the finest in the street. If you ever think of selling I’d love to give you an opinion of its value’. Do you get the feeling I’m a huge fan of sending hand written cards.?
- Set up strategic alliances with other businesses in your area so that you can offer your clients gifts that cost you nothing. I have found that local coffee shops, restaurants, movie rental places and pizza shops are always willing to participate in such alliances.
For more of this interview and how to delight your customers check out “Secrets of Female Entrepreneurs Exposed!“
