In my post, How Do Employees Affect Your Brand, I share a personal example of how the employees at the pediatric clinic where we take our sons make all the difference in the world in the positive perception of their clinic’s brand.
– The wedding was last May (yes, I’m late and feeling very guilty),
– I haven’t been into Tiffany’s in at least 10 years
– My budget: no more than $50
– I figured it would probably be another 10 years until I returned to Tiffany’s
When I entered the store, a saleswoman immediately greeted me. She asked how she could help. Looking at the cases of rings and walls with handbags, I felt lost.
“You don’t carry things like crystal bowls anymore?” I asked.
“Not in our stores…but we can order it online for you.”
I was doubtful.
“And if we order it here, it will ship to your house for free,” the saleswoman added.
She had this bargain shopper at the words “ship for free”.
My in-store experience did not disappoint. We looked at what was available on the computer and found a bowl in my price range. I gave her my address, paid and the gift arrived a week later.
During the entire transaction, the saleswoman never made me feel like my “small budget purchase” was less than any other customer’s purchase in the store.
Two days after the gift arrived, I found a card in my mail box. I didn’t recognize the sender’s name or the return address.
I opened it to find a thoughtful, handwritten thank you note from the saleswoman at Tiffany’s. For my $40 purchase.
I was impressed. And, chances are, I’ll be returning to Tiffany’s much sooner than expected.
Apply this experience to how we honor and interact with HR buyers:
· Provide friendly, courteous service directed at their needs (don’t go for the up sell)
· Never make them feel like their purchase is too small
· Follow-up and personally thank them for their purchase
With these simple strategies, you’ll please an HR buyer more than you’ll ever know.