The is a difference between your Task and your Purpose

 This is a visual that I captured at the Entrepreneurs Circle.


"Know the difference between your task and your purpose."

Just think about that for a moment........

Your task is doing the things you need to do to get the job done... that is your TASK, whereas your purpose is to create a successful business with "loyal" customers that use you time and time again, refer you to friends and talk to others about you.

However, creating "Loyal" customers is not that easy and in the majority of cases requires way more than just getting the job done. 

Customers expect you to do the job they have employed you to do, so that alone is unlikely to create Loyal customers. Let's be clear, doing the job alone with not hurt your business but is less likely to drive it forward.

It normally requires you to create a memorable moment (or TNT is you ever listened to Adrian Webster at our previous conferences).... a "wow" moment.

From experience it is the little "personal touches" (done in the moment) that can make all the difference.

You can cover off some simple things like offering shoe covers or cleaning up after yourself (these are still not common from most service providers but they will catch up sometime), however there could be many other little touches you could do to make a customer go "wow".

  • Phoning ahead of arrival
  • Sharing your location (via your phone) when on route.
  • Saving a customers name and number in your phone in case they call you again at a later date (a big winner is this top tip)
  • Sending a little follow up after you have completed a job (just like the Customer Service package does)
  • Sending a birthday card because you found out it was a customers birthday (yes, a technician did do this)
  • Sending a "Get Well" card (yes a technician did this)
  • Giving the customer a treat for their dog as the technician heard that the dog had been stung.
  • Providing a small pack of biscuits to share when the customer offers a cup of tea / coffee.
  • After getting an elderly customer back into her house, then offering a customer a lift to the garage when they had their keys stolen / lost.
  • Listening and maybe overhearing that a customer has run out of milk and needing to pop out to get something, and coming back with a pint of milk
The opportunities are endless and cost virtually nothing!! But they do require a bit of effort and thought. That is what makes them special.

I love the expression that Service is a FEELING - which I heard only the other week - but never fall into the trap of how "YOU" feel about the service.

REMEMBER it is the customers perception of the service that will be measure of your success or failure.

And one final tip is your Friendliness and Willingness to help will be in direct proportion to your success.

I encourage you to think and see what you could do to create more LOYAL fans.

#wegivesaduck@forcesgroup

Location: Henley-on-Thames RG9, UK

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