My work day today started out rough.
My clients woke up hungry. I was barely awake. And breakfast hadn’t yet been served.
Who are they?
Sure, today may have been a parenting fail. But I usually know my morning-time audience pretty well.
In fact, I work my tail off every morning to ensure I anticipate all their needs, wants and borderline-insane requests.
“You want a fork with your eggs? Here’s a spoon, too. Just in case you decide to tandem feed yourself.”
“You don’t like drinking out of your Paw Patrol water bottle anymore? Here are two other water bottle options I’ve already placed on the kitchen table.”
“You want to play with the floor-length curtains? I’ve already ripped the curtain rods out of the wall. Just for you, baby girl.”
I try to live inside their heads just as much as they live in mine.
I anticipate. I go the extra mile. I do it with a sometimes-strained smile.
So why is it any different for our clients?
When you put yourself in your audience’s shoes, you’ll start to think about what they will want rather than what you think they should have.
You’ll get connection. Appreciation. Dedication.
Case in Point:
I used to purchase this all-natural face care line (the owner recently called it a day – sniff, sniff). Almost every time I submitted an order, the owner would pop a little something extra into the packaged box. As in, an extra product to try. Not, like, a snot-filled kleenex.
She knew what I wanted before I even knew what I wanted.
With that single gesture, she delighted me – her customer – every time. The result? I was a repeat buyer.
Here’s your Action Plan:
Take a few moments and think about your audience. Their needs. Their wants. Their borderline-insane demands.
Ask yourself these questions:
- How easy do I make it for them to get in touch with me?
- How would they describe my on-boarding/front-office experience?
- How can I offer them an experience that my competitors can’t?
- How can I go above what I’ve initially promised to them?
- What surprise service/addition can I give to delight them?
- How do I follow up with them?
It’s a good exercise to do to help you knock it out of the park every time.
I just did this exercise this past week. I realized that I really need to work on the on-boarding experience, so that my client clearly understands where we’re going and how we’re getting there. A few tweaks, and I’ll better serve my client because I’ve better anticipated what they’ll want and need.
Even if it means ripping the curtain rods out of the wall.