Wow! We’ve got to WOW our customers. Then they’ll spend more? Then they’ll be loyal? No. They may have a moment of love and if you’re lucky, they could send a few more orders your way. The truth is, your customers don’t want to be wowed, they want the son of wow - wee wow.
Wee Wows are small things that, when done on a regular basis, add deposits to the emotional bank account of your customers.
Here are 10 Wee Wows that all sales people can use:
1. Use names – there is no sweeter sound than to have someone use your name during a conversation. The person who says you can over-use someone’s name is usually the one who is useless at remembering names so just doesn’t bother.
2. Talk about family – theirs not yours! ‘How are the kids?’ is good, ‘How is Liam’s football going?’ is better. If you know someone has children make a note of their names, ages, interests etc. Everyone likes to talk about their kids.
3. Learn what a prospect’s name means – If your customer is called ‘Samantha’ it may be appropriate to let her know that Samantha means ‘Listener’. Then keep your fingers crossed that she is. Don’t make this sound like a bad chat up line.
4. Always say please and thank you – Along with; doing what you say you will do and being on time it’s one of the top three referability habits. It’s amazing how many people think they do this, then don’t even acknowledge a waiter when a cup of coffee is delivered. Then they forget to say thank you for their meeting.
5. Send cards – The average person receives 3-4 birthday cards and around 12 Christmas cards. They don’t receive any ‘Thank you for our meeting’ cards either. You could be different.
6. Take notes – Even if you have a perfect photographic memory (which you don’t) take notes. It shows respect and when you say, ‘let me write that down’ it shows your prospect that you’re listening and you think what they have to say is important.
7. Gift a book – It couldn’t be easier to send someone a book. Amazon will even gift wrap it. It’s a low cost Wee Wow which will get you remembered.
8. Hand write something – anything! Is there anything less sincere than typing ‘Yours sincerely’? Yours sincerely should be handwritten along with ‘Dear’ xxxx and any P.S’s. Because we live in the world of email there’s a real novelty in receiving anything hand-written through the post.
9. Check your breath – All aromas, even perfumes and aftershaves are subjective. For every person who likes a particular smell, someone else doesn’t. I advise sales people not to wear any scent at all. But if there’s one thing guaranteed to turn everyone off, it’s bad breath. So check it, and if in doubt it probably whiffs so fix it.
10. Speed it up – Doing anything just a little faster creates a Wee Wow for your customer. Yet salespeople are notorious for overpromising and under delivering. The excuse of ‘the email mustn’t have sent’ or ‘I didn’t have a chance to call you back’ is ridiculous. Now flip that and send it early, make the call, do the unexpected.
Wee Wows work because each one creates a small emotional differentiator between you and your competition. Your rivals may try to win on price, PR or promises, but if you have placed enough deposits in your customer’s emotional bank account you may just benefit from some withdrawals from their real bank account.