I love people (and chocolate too of course) which is why I created The Melting Pot. Creating the best possible experience for customers is a true passion; and a workshop environment provides a golden opportunity to really cherish every guest and ensure they leave happy (with bags filled with chocolate)!
The experience itself is just one part of a journey for my customers – one that starts long before I’m aware of their presence. They will be experiencing my ‘business personality’ via my website and social media platforms. I must encourage their interaction (whether they decide to take part in a workshop or not) and keep in touch with them over a long period of time, strengthening our connection until they are hopefully ready to buy.
I work hard at creating the right business personality for The Melting Pot; involving daily disciplines on social media, quick response times, newsletters and my workshops. I’m fascinated in learning more so I can always review, hone and improve my offering to customers.
One business owner once said to me “I want what you’ve got in your business – I can’t quite put my finger of what it is, but I want it in mine.”
Never one to pass up a challenge, I set to identifying all the elements that go into creating a great customer experience. My aim is on building the best relationships with clients (and creating a ‘WOW moment’ now and again to really make me stand out from the crowd), but my main focus is always on getting all the basics right.
In my opinion, it’s not about theory, spouting statistics on customer retention and yet more examples of bad customer service stories (yawn, we’ve heard them all before) – it’s about getting in the right mindset, sweating the small stuff, and noticing examples of what we CAN DO to create some WOW moments for customers, getting inspired!
I believe the biggest factor is my mindset – how much genuine emphasis I put on making things the best for my customers really matters. If anyone is going to part with their hand-earned money and spend it with me, I really care that i do my best for them. That has to come above anything else.
Then I keep a close eye on all the operations, customer interactions and managing expectations. If you spell out how something is going to work, the customer understands the process and is not left to worry. The way I act on the phone, at events, such as conferences or networking, face-to-face meetings and via written word all count. I am always the face of the business in whatever setting I am in.
I need to ensure the basics are working properly first as doing what I promised I would, or holding up my hand up and explaining why when I can’t do what I promised when this might be necessary. Only then can I look at how I might create some WOW for customers.
This has to be done authentically, and I have to be myself, albeit a ‘business-personality’ style version of me!
Mention chocolate and some of the work in getting people excited is done for me, I do agree. But get the experience wrong or treat the customers badly and no amount of chocolate will win them over.