Industry Research

What’s Your Secret Sauce?

Posted on October 11, 2012 by Bill Atkins

Page 1 of 3

Think about it. Why does a company such as Apple succeed and exceed expectations when so many others in their same category languish?

Steve Jobs was quite open about his secret sauce: “People matter, not technology.” Jobs focused on what his customers wanted and that’s what he delivered. Everything Jobs built was oriented around making life easier for you. It was rare to ever hear him ramble about the technical specs of features he created. Instead, he talked about how these products made life easier for his customers. Jobs once said, “First, you need to focus on solving problems that people are experiencing. If you can do that, you’ll stay ahead of the curve.” That’s great advice. Focus on your customers.
Fall out of love with your product or service, fall in love with your customers’ needs.

Keeping them coming back
We all know that good customer service keeps customers coming back. According to a recent study, 73% of customers will spend more money with a business that gives good customer service. How can you be sure to get that repeat business from your customers?

Take it one small step at a time. Try to remember the names of repeat customers, their last purchase, their preferences and special requests. By providing superior service, you rise above and become preferred over your competition. What can be better than that?

I’d like to share with you the recipe to make your unique secret sauce which will allow you to create loyal customers, achieve sales gains and have happier customers and employees. It’s not just the chef that makes the secret sauce, but all the people and things that go into the recipe.

Just as when an outstanding meal is served in a fine restaurant, first impressions matter. In the transportation business, it is the person answering the phone; the ease-of-use and aesthetics of your online reservation system and the front-line server; and your chauffeur’s appearance, professionalism and friendly demeanor.

When you consistently deliver what your customer wants, you have the secret sauce — all the ingredients make your customers’ experiences so outstanding, they will be raving fans and never consider anyone else but you. And they’ll tell their friends about you, too.

So, how do we know the secret sauce the customer likes and wants?

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