JEREMYCWILSON.COM

Will you come back soon?

Want to know if a customer is satisfied? Ask them this question.  Or just wait and see if they do.

The guy who stops by a new yoga studio to try out a new yoga class.  The girl who goes to a new concert venue in hopes to find another great performance.  Or the date who goes to a popular bar/restaurant for their first drink on Thursday night.

Just because they stayed for two and a half hours doesn’t mean they’ll come back any time soon.  Maybe they didn’t like the vibe. Maybe the music was too loud and they couldn’t hear the other person at the same table.  Maybe the place was not personable enough.  But your company never bothered to figure out the truth.

In today’s world, it’s easier than ever to find drive-by, easy to disappoint people to come use your product or service. That’s the easy part.  You can always have a sale, run an ad, or have an open slot on OpenTable to get people to come in once or twice.

On the other hand, it’s a lot harder to delight people.  To make them want to come back again and again.  To find loyal customers.  The irony is that this is where ALL the value of many businesses comes from.  Especially in the service industry.  Interesting that one of the most popular bars/restaurants in Chicago didn’t even figure that out.

Just a thought.

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