Yesterday I stopped at a business I had never visited before. It specializes in smoothies -- tons of different types of fruit smoothies with crazy names. A young sufer-dude-ish cashier greeted me. I said, "I've never been here before. I only want strawberries." He turned with his back toward me, looked overhead at the menu, and then turned back around. "I can make you the Jungle Fever, with strawberries, mangoes and peaches." I said, "I only want strawberries." "Oh." He turned back toward the menu. "I can make you the Monkey Berry, which is banana and strawberry." I said, "I only want strawberries." "You only want strawberries?" I said, "Yes." "Oh. OK." He turned and looked up at the menu again. "I can make you a Strawberry 1-2-Punch, with a shot of energy powder." I said, "I only want strawberries." "Oh." About this time, the manager came walking up and showed him how to ring up one small Monkey Berry minus banana. I paid for it while Surfer-Dude started making my strawberry smoothie. Is there a moral to this story? Listen to your customers and give them what they want. They had obviously done something right as far as driving traffic to the store. I was there. While I sat and checked my email, a steady stream of customers came in and out. Listening was what they needed to work on. How can Internet Marketers listen to their customers and give them what they want? It's easy. Ask them what they want and then give it to them. Don't keep offering them strawberries with other gunk. Give them what they want. SurveyMonkey is probably the easiest way to do this, and many of us are familiar with it. How about suggestions for other survey tools? Does anyone have suggestions? How about other suggestions on listening to your clients and THEN creating your info products (vs. creating your info products first and hoping that you've hit a profitable niche)?
Knowing myself I would've probably jumped over the counter by the 2nd repeat....but definately worth noting that time is money and most consumers don't appreciate the hassle. Giving them what the want the first time around shows great customer service and fulfillment in a timely manner which can lead to positive word of mouth marketing.
As it stands right now, I don't think I'll go back to this establishment. Since I work 100% online and I like a change of scenery every once in a while, two or three times a week I'll pack up my computer and whatever I'm working on, and go somewhere to sit. I've got my favorite haunts and I was thinking if this smoothie shop was good, I'd add it to my list of favorites. But, since the service wasn't that great and I really wasn't that impressed with the smoothie once I got it, I doubt if I'll go back. I'm kind of a creature of habit, I suppose. I find my favorite spots and spend so much time there that I really start to get to know the people who run the places, which leads to better service as well. What if this place had gone out of their way to offer me exactly what I wanted? I might be willing to put up with the less-than-satisfactory smoothie if I had been treated like a princess. Who knows? Maybe the Monkey Berry minus banana would've grown on me.
Nice story . I like "SurveyMonkey is probably the easiest way to do this, and many of us are familiar with it."
Customizing your offering to every and any client is crucial in my line of business. We live in a world where competition is fierce and if we don't provide the "best" service our client need they will quickly move on.
This is a great real-life example. Thanks for the reminder because there are times when I was too obsessed with the service / products that I offer