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Let Me Fill That for You

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glass_of_waterI was at one of my favorite restaurants Phuket, a great little Thai food spot, when I noticed something wonderful. My water glass stayed full. This was amazing, because I was more than thirsty after coming from working out.

You see, the glasses they use at the restaurant were not big enough to hold a lot of water. They also were more than half full of ice. This made the job of keeping them filled with water harder than it had to be. Why not use bigger glasses, I thought? Why not use less ice? That would save the poor waiters from having to fill up water glasses every 2 minutes.

Then I thought about it. By keeping your customers in need you have provided an opportunity to fulfill. Meaning, when my waiter comes to fill my glass for the 20th time, he/she has had 20 opportunities to serve me. They had the opportunity to ask if I needed anything else. They had the opportunity to see if I was satisfied with my experience. Each small service was an opportunity to deepen our relationship, enrich my experience, and sale me something else…. How about some desert sir?

As a marketer and salesman this is the crux of customer support and continued satisfaction. You find something that you can offer that needs constant attention and service. It should be easily obtainable by your clients and even easier to fulfill by you (e.g. filling a empty glass of water). In the end your customer will be ecstatic that you have added value to your existing service. Then you have the opportunity to cross sale, keep current clients happy, and most importantly create a sales advocate for your business. I have no choice but to refer Phuket to friends; the food is great and my glass is never empty.

So ask yourself, how can I make the glass small, full of ice, and easy to fill? Figure that out and like me you will find your customers will HAVE TO LEAVE A BIG TIP.

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