Is Your Business Like Cheers?

Recently I’ve watched a few episodes of the classic show, Cheers (thank you, Netflix!), and remembered why I always enjoyed hanging out with the gang at the friendly bar in Boston. The show’s tagline, Where Everybody Knows Your Name, says it all.

Cheers logo

Cheers — Where Everybody Knows Your Name

The characters came across as regular people who you would love to discuss current events with over a beer (and by current events, I mean last night’s game or Sam’s love life). They made everybody feel welcome, whether you were a local or out of towner passing through. (OK, unless you were a rowdy New York fan.)

The point is, people wanted to come there because they felt welcome and accepted. I’m sure there were other bars they could have ventured to (even Norm), but Cheers is where they chose to spend their time — and money.

Does your business leave customers and prospects with a warm feeling? Do you have regulars (repeat customers) that you know inside and out and always try to add a little extra touch for?

Do it amazing, says Sir Richard

What’s the most amazing way to treat your customers, especially regulars?

I was always amazed when the general manager at the Panera Bread near my former company’s office would already be making my order when I got to the counter — whether it was a caramel latte in the morning or a cup of creamy broccoli cheddar soup (and possibly another latte if I needed a boost) for lunch. She always left me with a smile on my face. True story: I met some former colleagues there for lunch a year after I left the company to start my business and had not returned to this location. As I was ordering, the general manager walked up, greeted me by name and asked how I was doing.

Why did I choose to return there time after time? There were other places I could get espresso or soup, but I felt a connection to the company and this location — all because a general manager provided excellent service and remembered my name.

I see the same type of service (and smiles) at my local Starbucks and enjoy the atmosphere at a local coffee shop that’s really established itself as a part of the community.

rafting the Green Valley Ranch in Las Vegas

Yes, I have an espresso problem. I even take it rafting.

Are you noticing a theme? I tend to give my business to companies that provide excellent service, make me smile and remember my name. Are you nodding in agreement (or just nodding off)? Notice that I didn’t say anything about the cheapest price. Yes, I want to see value for my dollar, but that doesn’t translate to cheap. And I’ll take a wonderful experience over cheap any day.

So how can your business be that place where Everybody Knows Your Name?

  1. Establish a ‘frequent shopper’ program. If that’s not exactly applicable, reward repeat customers in other ways. At CCC, we discount our services on program business (i.e. repeat business/multiple services purchased together).
  2. Say thank you — on each order, payment, quote/opportunity, referral, helpful advice, etc. A Starbucks or iTunes card is an appreciated token of appreciation for referrals or loyal customers as is your expertise. We’ve been known to help out a loyal customer with his LinkedIn profile or offer complimentary suggestions on improving a fellow company’s online marketing efforts. But trust me, even saying the words thank you is noticed — and appreciated — in today’s rushed and flustered world.
  3. Communicate clearly. So much of our communication is digital today; emailing, texting, tweeting or messaging is convenient. At CCC, we like to communicate how our customers prefer, whether that’s Skype, Facebook or a good old-fashioned phone call. Also, make sure you’re on the same page about a project, including any applicable deadlines. Nothing’s messier than miscommunication; it causes stress all around, puts people in bad positions and costs both parties time and money.

Check out: Seth Godin on Miscommunication

What did I miss?

How do you make your loyal customers feel special?

Put a smile on everyone’s face?

Photos courtesy of Brad via Sitcoms Online and Richard Branson’s blog

Cheers (or a toast),
Jaime

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And the winners are…

CCC Fan Appreciation Contest

Last week, we held the CCC Fan Appreciation Contest on our Facebook page to help celebrate our one-year anniversary as a company. (Check out our first blog post, appropriately entitled An Introduction.)

Clearly Conveyed Communications

We’re celebrating our one-year anniversary!

Winners

Thank you to everyone who entered and shared the contest to make it a success! We always appreciate you taking the time to engage with and share our content.

Drumroll please…

The winners of the inaugural CCC Fan Appreciation Contest are:

  • Rich Mistkowski
  • Eric Brooks
  • William Adair

Congratulations! Rich, Eric and William have won a $10 Starbucks or iTunes gift card.

Leg Lamps

We thought about giving away leg lamps but weren’t sure if they were just our taste. 🙂


Future Contests, Giveaways & Compelling Content

Keep an eye on this blog and our other social media platforms for future contests, giveaways and compelling content.

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Speaking of future contests and giveaways… what prizes are you most interested in? What types of contests do you like to enter? Chime in with your thoughts, so we can make our contests engaging and fun.

Speaking of compelling content… what type of content do you find most useful? We share a variety of marketing, social media, personal branding, writing and business tips with a side of personal reflection thrown in. What are we missing? What wouldn’t you miss?

Your thoughts, opinions and suggestions are greatly appreciated! Drop a comment below or hit us up on another social network.


What We Do — And Would Love to Help You With

We’d love to do business with you to help you focus on what you do best. Please keep us in mind for your marketingwriting or personal branding projects! Not sure if we handle something? Just ask; we’ll be happy to discuss a project, give you a quote or offer a tip or two.
Happy Friday!
Jaime