My wife and I recently had dinner with some friends at our favorite watering hole, a local restaurant that specializes in chicken wings and BBQ. Their brand is fun and irreverent, and they generally seem to try and project an image as a friendly neighborhood pub. The venue’s greatest asset, in my opinion, is their core wait and bar staff, who have been there from the day they opened. They know the majority of their customers by name and interact with them in a casual and familiar way. They create a really nice vibe for the place.
When we got our bill, my wife (also a marketer and copy writer) noticed the message on the bottom of the cash register receipt — the last communication of our visit. The personal message of thanks read, “THANK YOU FOR BEING A CUSTOMER!”
Left us feeling warm and fuzzy….not really.
To have a little fun, we responded in kind in the margin of the receipt, “Thank you for being a restaurant!”
Opportunities abound to delight, disappoint, or send inconsistent messages to your customers as you manage each interaction with them. Attend to the details, and take advantage of every opportunity, no matter how small, to build your connection with customers and endear them to you.
In this case, the message could have read “Thanks for being our BEST customer!” or “If you enjoyed your meal, please tell your friends; if you didn’t, please tell US!” or “We look forward to seeing you next time! Drive safely.”
Don’t just stick with the default messaging that comes with your software or drop in a message on opening day and forget it. Mix it up. Surprise your customers with your interest in delighting them, and genuinely thank them for their patronage. It takes five minutes a week or a month to have a little fun and build on your relationship. Do it!
Don’t overlook the smallest opportunities to connect authentically and positively with your customers.
Do make an effort to stand out at every opportunity, no matter how small, and even if it’s after they pay their bill.