zombie loyalists using great service to create rabid fans by Peter Shankman

Author:Peter Shankman [Shankman, Peter]
Language: eng
Format: epub
Published: 0101-01-01T00:00:00+00:00

So . . . you’re just about halfway done with the book. How you feeling? Got any ideas? As always, I want to hear them: [email protected] or @petershankman on Twitter.

I’ll close this chapter with a photo of my 11-month-old daughter exhibiting the exact same ADHD that I and almost every single one of your customers have. “Hey, let’s eat some foo . . . Ooh! Shiny!”

Why did I put this photo here? Well, the first reason is obviously that she’s incredibly cute. But there’s a bigger picture here:

You have to assume that every customer who walks into your store, finds your website, orders from your menu, or hires you for a service has ADHD as well. And if people come in with short attention spans, it’s not that hard for them to get distracted by something else.

That’s why, during each and every interaction with customers, you simply must be better than normal. You must smile. You must interact. You must engage. You must listen. You must make customers so focused on you that they don’t want to go anywhere else. They must know that they’ll never find the same level of service, of caring, or of concern for their happiness that they’ll find with you.

That’s how you breed a Zombie Loyalist, whether they’re businesspeople on deadlines, grandmothers of five, or 11-month-olds distracted by something shiny.

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