This three step process will turn your customers into trusted fans.

You need a trusted base of loyal customers to survive. The ones who will follow you to the ends of the earth and buy whatever you are selling.

I mean, the type of fans who will repeatedly buy air from you.

AIR!!!!!

This guy is the G.O.A.T.

Anyway, while I’m positive Medium readers don’t sell air 🤞, they won’t mind a few raving fans for their product, freelance or service.

Follow this simple process to change some of your one-time customers to fans:

Take away as much as you can between your customer and the end goal; acquiring your product. The less hoops to jump through, the better.

The book, The Effortless Experience, covers this in detail. It argues true customer satisfaction comes not from fluffy customer service but from reducing the effort the customer takes interacting with your business.

I agree.

Step one: Take the time to make engagement with you as smooth as possible.

Your customers come to you because they believe what you have can solve their problem. But there are also problems your customers have that they have not expressed to you. Their “unstated need” if you will:

Think a little deeper about your ideal customer. What else would you need if you were them? What other solutions do you need solved?

Step two: As a value-added service, resolve one of these “unstated” problems — for free, preferably — without prompt from your customer.

Go out your way to thank your customer. Put your personal spin on how you can show your appreciation for their business.

Whether you think it’s corny or heartfelt, it will make you smile. More importantly, you won’t forget it.

Step three: Thank your customers in your own special, creative way that will connect with them on a deeper level than the product or service.

So there you have it! A simple process you can implement now in your business:

Reduce Friction — Solve the Unstated Need — Personalize Appreciation

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