How To Love and Kiss Your Members

            What is really good service?  Ask five different people and you'll get five different answers.  Attentiveness?  YES!  The ability to give your full and undivided attention to each and every one of your members. Anticipation? Yes!  The ability to anticipate what the member wants before they ask for it.   Making them feel important, special, welcome and “at home?” YES!!

What is really great service?  It's whatever makes the member feel really good!

            Because great service means so many different things to so many different people, I felt the need to express it simply.  I call it my “M versus E theory” --Motion versus Emotion. Most people are “just going through the motions” everyday.....”Can I help you?” “Thank you for coming.”  “Have a nice day.”  “Cash or charge?”  They're not rude, they're not completely indifferent (well, some of them are).  They're like little robots.

            But every now and then you feel an emotional connection.  And I truly believe that is what great service is all about.  When I talk about outsmarting, outselling and outservicing the competition, the biggest key  is connecting with your members.  When you give them love and kisses,  they know you really care about them, and really value them.  When this happens, your members will feel good about spending their money, and will continue to come back and spend more money, as well as telling everyone else about you!

            When was the last time you felt really valued and cared for as a customer?   I asked that question at a recent presentation I gave, and the participant said that she spent twice as much money as she had planned, because she had an emotional connection with the salesperson.  Loving and kissing your members is about just being “totally present.”  You cannot afford to  “just go through the motions,” you need to create emotional connections with all your members!

Susan Clarke is a dynamic international speaker and author, whose effervescent and lively style of communication reflects her outlook on life and her beliefs.  She is a Certified Behavioral Style and Values Analyst and  a recognized expert in the field of internal and external member service.  Susan's novel theories are based on her "real life" experience combined with her expertise in the areas of behavioral styles and attitudes.

Susan is the author "The Secrets of Service: The Story of Making Your Customers Feel Good About Spending Their Money."  Written in novel form, it is designed to help develop your customer service skills and strengths.  In addition, Susan is a contributing author to the Hospitality Master Series which just released, “50 Proven Ways to Build Restaurant Sales and Profits, 50 Proven Ways to Build More Profitable Menus, and 50 Proven Ways to Enhance Guest Service.”  

You can reach Susan at:  

Susan Clarke
6549 Mission Gorge Rd., #159
San Diego, CA 92120
888-We-Motivate (888-936-6848)
619-224-0906
Fax: 888-445-5193 or 619-224-0902
Susan@MotivateU.com http://www.motivateu.com

Susan Clarke, CPBA, CPVA
Certified Behavior and Values Analyst
6549 Mission Gorge Rd. #159
San Diego, CA  92120
Ph 888 We Motivate (888-936-6848) or 619-224-0906
www.MotivateU.com E-mail Susan@MotivateU.com