Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying […]
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?
I’m not suggesting that you should. This is just to get you thinking about how good you really are. How good you are compared to your competition. How good your customer service is. How good your people are. You get the idea. Are you good enough that customers, if you asked it of them, would pay?
That’s a pretty high bar. That said, I know people who do charge for the privilege of sitting down with them, just to discuss if you want to do business with them or not. I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. If you decide to do business with them, they give you a credit toward their future fees.
You may be thinking, “I could never do that.” And, maybe you can’t, but that’s not the point. Just play the “What If” game and pretend you could. What would you do differently? How would – or should – your employees act toward the customer and each other? What would your company or business look like if it were that good?
If you think about these answers, they are exactly what customers expect anyway. But I want you to think bigger and, for lack of a better term, crazier? What would be over the top? What would make your customers say, “Wow!” These ideas don’t have to be realistic. They just need to make you think. And the bigger and crazier you think, the more likely you are to come up with a smaller idea that can work.
So, here’s your assignment. Share this article with your team. Start a conversation with the goal of coming up with at least one idea – hopefully more – that will make you even better. And maybe that idea is so good that customers would pay you for the privilege of doing business with you, even if they don’t have to.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXXI, Shep Hyken)
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