MiMfg Magazine
December 2017
Keep Your Customers Coming Back:
Five Ingredients Sure to Satisfy
By Tricia Onesian • Michigan Manufacturing Technology Center
Whether you prefer a hearty stew
with all the fixings or a fresh slice of
apple pie, there’s no shortage of
comforting winter treats at your favorite
restaurants. I’m always reminded that
the overall experience is far more
satisfying when a restaurant serves up
delicious food and excellent service.
(I consider this a recipe for success!)
What can manufacturers learn from
the restaurant industry about a positive
customer experience? PLENTY!
Taking great care of your customers is
important for every industry. According
to Lee Resources, 91% of unhappy
customers will not willingly do business
with you again.
Strive to give your customers the
best possible service
I’ve discovered the five key ingredients
that will help your customers become
repeat customers. For best results, mix all
of the ingredients together equally —
and don’t forget my personal favorite
— #5!
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Give a Little Extra
Go the extra mile for your
customer. Send a thank you gift or
give your customer a call just to
say hello. Your customers will
remember and appreciate a kind
gesture. After all, 95% of consum-
ers share bad experiences with
other people (Zendesk). Be sure
to give them a positive one!
Create an Inviting Atmosphere
We tend to only use the fancy
silverware when we have guests,
right? If your customers are
touring your new, state-of-the-art
facility or joining you for lunch,
don’t just treat your customers as
customers—treat them like
family. And, make them feel like
they are your only customer by
giving them the time and atten-
tion they deserve.
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5
Be Accommodating
Can you imagine if restaurants
served dinner for only one hour or
charged you for a little more
coffee creamer? Neither can I.
Re-arrange schedules when
necessary. Make a concerted effort
to be understanding when things
don’t go exactly as planned. Do
what it takes to make the cus-
tomer feel like you’re meeting
their needs.
Become the Expert
Be a trusted advisor and the
person your customers can always
count on. Brush up on your skills
and know your products inside
and out. Think of it like this—
once you’ve found the perfect slice
of pie, why would you go any-
where else? Your customers will
rely on your wisdom instead of a
competitor’s.
Serve It Up With a Smile
No one wants to deal with a
grumpy server. The same is true
for your customers. Be positive,
helpful and always smile when
you speak!
In a world where customer service is
often lacking, give your customers more
than they expect. Whether it’s a second
helping of food or amazing service,
you’re bound to get repeat (and satis-
fied) customers.
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Tricia Onesian is a business solutions
manager for the Michigan Manufacturing
Technology Center. She may be
reached at 734-451-4274 and
[email protected].
MMTC is an MMA Associate member.
Visit online: www.the-center.org.
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