Aim to give your customers something they did not ask for or expect. Let them know that you care a bit more that anyone else, that you are willing to do things others haven't even thought about, and that you are not just concerned about getting the sale.
Tom Peters, the world-renowned customer-service guru, talks about "wowing and delighting customers." Showing them you are different can be what ultimately tips the scales in our favor when you and your competitor are running neck and neck.
Ask yourself "Am I wowing my customer with the following questions:
- Are there any relevant articles or pieces of research that you could send them?
- Can you put them in touch with a third party who can provide something you can't?
- do you know of any suppliers who could help them reduce their costs?
- Can you help them solve a pressing problem?
- Is there a significant personal even that you could acknowledge?
- Do you know someone who is looking to change careers who they might like to meet?
ACTION POINT: Look for ways to "Wow" your customer.
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