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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What’s your happy?

Color Vibe Akron 2013

My sister-in-law, brother & I after Color Vibe Akron.

Smile, it’s Friday! So, what’s your happy? That moment, person, place or thing that always puts a smile on your face.

The picture above is one of mine; it was taken earlier this year after Color Vibe Akron.

What’s your happy? Leave your thoughts below, and enjoy your weekend! C’mon, let’s make a lot of people smile today. 🙂

By the way, Happy Flag Day, Old Glory! And a heartfelt happy birthday to the US Army. I would sing, but that’s not my talent.

Be colorful–
Jaime

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What makes you smile?

I’m sitting here polishing my toenails while making updates to my website and a squirrel just ran across my windowsill, stopping to peer in. (Don’t feed the humans!) I realized that I was smiling despite the damage that the little critters can cause.

What makes you smile?

Sometimes a midst the frustration and minor annoyances of day to day life, it helps to take a step back and remember what makes you smile. Then seek out those things, however small, so you smile more and more. It’s amazing what it does for your mood!

Here are some things that make me smile!

my Starbucks #sipface

Showing off my Starbucks #sipface while enjoying some espresso on a beautiful day.

after a day of trail running

I ❤ trail running (and a little mud)!

hitting my goal in the Akron half-marathon

In my 3rd half-marathon, I hit my goal (with the help of my blue toenail polish)!

relaxing on the beach

Soaking in the rays on Hilton Head Island…

I'm contemplating life

Just another day in the life…

Now it’s your turn –> what makes you smile?

Drop your list in the comments below or share your blog post link. I’m looking forward to your responses. Enjoy the weekend, and remember to smile!

Cheers,
Jaime

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