It was 3am and my 20 month old wasn’t well.  She’d been ok a few hours previously but now she was grunting, groaning and breathing fast.  I knew something wasn’t right and decided to take her to the hospital.

Some nappies, a change of clothes shoved in my handbag, a bottle and some water and we were off to the hospital.

We were immediately taken through and she was examined (I was thinking, this isn’t good).

After some tests, a diagnosis of viral respiratory tract infection was reached and treatment of intravenous fluids, antibiotics and medication to bring her fever down.

I may be a veterinarian who deals with similar instances in pets but at this moment I was worried mother.  I became a client.  I didn’t know what was going on or what was going to happen.  My little girl was sick.

I had a previous experience with this hospital and it wasn’t good.  I was nervous and apprehensive about their knowledge and skills but especially the level of caring we would receive.

Everyone I dealt was fantastic.  From the first nurse at the hospital entrance to the ward nurses and doctors.

What made them fantastic was the little things.  A caring voice, a cup of coffee and some toast, comforting me when I was upset.  Explaining how to comfort her while the IV catheter was placed and informing us what would be happening and what to expect.  How gentle they were with her.

It’s the little things that count and that is what people remember.

Is your business &/or income dependent on how many people walk through your doors?

Most are…

A study done by the Gallup Management Journal has shown that emotionally satisfied customers have strong emotional connections to your business and deliver enhanced value to your business.  However, rationally satisfied customers behave no differently to customers who are dissatified.

Most companies focus on rationally satisfying their customers.

How do you and your business  emotionally engage your clients?

What are you doing to connect with your clients?

TIP 1 : Understand your clients fears, frustrations, wants and desires.

TIP 2: Listen to your clients.  Listen very hard to complaints.

TIP 3:  Take action now.  Good enough is not enough anymore.

When I finish  a consultation, I tell the clients when I am available next and if they have any questions or concerns to call me.

Clients are called a few days later to check how our patients are recovering.

When I check on patients in hospital at night, I ring my clients to update them as I know they are worried.

We have night lights in the kennels for evenings so the animals are not in the dark all night.

It’s the little stuff to show that you care that clients value.

What can you start doing NOW to emotionally engage your clients?

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Oops, here comes another embarrassing Social Media complaint