Every time I look at a picture that came from there where he’s bending over and he’s smelling the flowers, I get emotional and I mean, it tears me up. ![]() I would tell anyone if you didn’t call me or contact me, this is what I would tell anyone in the street. They were seeing what he identified with Coco Mellon, so they were putting things on little screens where he could watch it and I mean, it was, it was just excellent – The music, the atmosphere. And it was to try to make the connection. REGGIE: They gave me an experience and they gave him an experience. It was the way the owner interacted with his young son as they bought flowers for Mother’s Day. In the case of Yelp reviewer Reggie, who left a great review for the floral shop Boite de Fleurs in Phoenix AZ, it wasn’t just the care they took with him. I’ve been there at least three or four other times to buy milestone jewelry and gifts for friends on different occasions.ĮMILY: That connection with the customer can take many forms. I meant it was just, I love having a story to attach to a place and now obviously it’s made me very attached to the brand. And to have her be so excited about a milestone that I had just hit in my own life for us to kind of do a little dance about it together. So when I came in and I met this person, she was the only sales clerk at the time. And it feels a lot more exploratory and almost like storytelling, as opposed to you’re another number that’s walking through the door. Like really frankly, giving a crap about the people who are coming in the door and why and what they’re on a mission to look for. SHELBY: The difference between a sale and a relationship is a connection. And by the second time that he even went, they even remembered his name and my name as well.ĮMILY: Terrific customer service is certainly something to strive for, but service without a real connection sometimes feels empty, according to Yelp reviewer Shelby in her review of Adornment & Theory in Chicago. And so for me, just each time, each interaction, it got better. And I think that’s really important in this dog grooming relationship that we’re going through. KAYLA : I definitely think, even from the first interaction of going to Dogue, just by talking to the business owner and him getting to know, not only me, but also my dog, I think that helped me have trust. Reviewers see more than you might expect them to, and they’re watching how the whole staff works, from top to bottom, according to Kayla, who reviewed Dogue Spa in LA. And there aren’t a lot of places I feel like even today, that they really are gonna give you that experienceĮMILY: Good business owners know that great customer service starts at the top, and that owners and managers should set the tone for the way everyone is treated in your business. Sometimes there’s five people there, but all of them will always make you feel – you know, they’re gonna make sure I walk outta here and I look good. And the first thing, it’s really the moment you step in, you automatically can feel the warmth from the whole team.ĭoesn’t matter who’s there, cuz there have been sometimes where there’s three people there. And you’re going specifically for Uncommon Closet, if you’re going in there, they will address all of your needs. But it’s all genuine at Uncommon Closet.īut let’s say you’re brand new. Cause I have my own business, so I know what’s going on and I know that it shouldn’t be difficult to slap a smile on your face – even if it’s fake – to slap a smile on your face and make that customer feel like they’ve gotten a quality experience. YVETTE: Customer service is a big thing with me. Reviewer Yvette shared her experience with Uncommon Closet, a custom tailoring business in the Chicago area, and said a positive interaction with customers doesn’t have to be complicated, but it should be genuine. Your first touch points with customers are critical for eventually building a long list of positive reviews. According to Yelp reviewers, a great online reputation starts offline, in real life, with excellent customer service. Many of the things that lead to great reviews seem pretty simple, but like many simple things, they can be easily overlooked. Today we’re taking a different approach, and instead of talking to business owners, we’re going back to the reviewers we’ve met over the last two years and digging into what motivates them to review businesses so we can get in their mindset and understand what makes them write a great review. ![]() Every episode I pick one review on Yelp and talk to the entrepreneur and the reviewer about the story and business lessons behind their interactions. EMILY : I’m Emily Washcovick, Yelp’s Small Business Expert.
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