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Curiosity wins your customers loyalty
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This week I had two experiences as a customer that made me realize how important curiosity is to customer satisfaction.
My husband had injured his foot and went to an internist. The doctor asked very few questions and basically seemed disinterested in what the cause of the foot swelling. He ordered a couple of tests and sent my limping husband on his way. My husband's foot remained undiagnosed until he went to a doctor who was curious. This doctor asked a lot of questions, compared one foot to the other, and then easily diagnosed a ripped plantar fascia. Case closed.
Later that same week our computer screen stopped working. I took it to Mac Solutions in Troy, Michigan. The wonderful people there spent an hour trying to figure out an affordable way to either replace my screen or my computer. Their curiosity was obvious and very much appreciated. They didn't just go with the easy solution, which was to buy an expensive monitor for an old computer. They were my advocate and they worked hard to solve my problem.
I didn't end up buying a computer from them. You might say that their curiosity was wasted on me. After all it didn't lead to a sale. The good folks at Mac Solutions understood that relationships were long term. I would never consider having my Mac fixed anywhere else. They have a customer for life. I will also be a raving fan for them. Telling all my friends and family about them. In fact I am telling all of you right now.
Be curious when a customer comes in with a problem. Use that curiosity to fix their problem and let your customer know that you truly care about them. Then win their loyalty forever.
