Make People Feel Special and Thrive in the Recession

Here's the main article from the August 2009 edition of the free monthly Buzz Bulletin from Galvin Communications (sign up here for future issues):

How do you make your customers feel special? The answer to this question can be the difference between success and failure in today’s challenging economy.

A few weeks ago, my wife Ellen and I went on an awesome vacation that also taught us valuable lessons about treating customers right. On a five-day trip on Oregon’s fabulous Rogue River, which is one of the most beautiful spots we’ve seen in our lovely state, we learned about accommodating the needs of clients with grace and joy.

We did the river trip with O.A.R.S., a leader in adventure travel from white water rafting, sea kayaking and hiking to multi-sport, special interest trips. When we learned that our group of 10 travelers had two eight-year-olds as well as couple in their sixties, we were a bit concerned about the trip’s chemistry and whether  we would enjoy it.

On the river, one of our three guides always seemed to focus on keeping the two kids entertained with knock-knock jokes, squirt guns, and fun snacks. Meanwhile, a second guide watched over those who opted to kayak and provided insightful tips for enjoying the river’s exciting rapids while staying away from dangerous obstacles. The third guide focused on the adults who rode in the rafts and wanted to take pictures and learn about the natural surroundings.

Each night, we pulled into a beautiful riverside camp to enjoy a delicious gourmet meal that the three guides prepared on outdoor stoves as if they were chefs at a gourmet restaurant. They accommodated the needs of all the diners with a tasty blend of meat and vegetarian dishes. Looking around as people enjoyed their meals, there were a lot of smiles because the day had been arranged to meet each person’s individual needs.

We were sad to the leave the river and our excellent guides but excited about driving up the Oregon coast to Portland. One of our stops was Home by the Sea B&B in Port Orford, a small picturesque seaside town on Oregon’s South Coast. As soon as we stepped through the door, it was clear that proprietor Alan Mitchell knows how to make his guests feel special.

He insisted on taking our picture in the backyard with craggy rocks, a lush forest, and spectacular beach in the background. Alan and his wife Brenda have travelled a lot and know that most couples never get enough pictures together in beautiful spots since few remember to ask strangers to take their pictures. Alan also insisted on taking us around town introducing us to local characters and explaining historic spots and unusual items such as a 250-year-old myrtle tree. During the tour, he took many more pictures of us together.

When we got home, there was an email waiting for us from Alan with an assortment of cool photos documenting our brief visit to a town that we never thought would be so interesting. Like 5,000 other people who have stayed at Home by the Sea B&B over the past 20 years and received similar photographs and personal tours, we felt quite special.

Sometimes there are easy things to do make people feel special that make a lasting impact. Joe Pelayo, the CEO of executive recruiting company Joseph Michaels, Inc. in San Francisco, is a master at building relationships. He takes his friends and clients to networking events and enthusiastically introduces them to the people he knows while providing a sincere and ringing testimonial for who they are and what they do. By elevating others, Joe builds friendship and business at the same time.

If you just do just one thing each day to make a friend or customer feel special, it will surely lift your spirits and business prospects.

Comments

[Property]

Excellent read, I just passed this onto a colleague who was doing a little research on that. And he actually bought me lunch because I found it for him smile So let me rephrase that.

[Patrick Galvin]

Thanks and I'm glad that this post helped you score a free lunch.

[Beton reparatie]

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