How to Make Your Clients Feel Special
Last week I’m in Toronto and planning lunch with a colleague,
"Andrew, let’s go to that same place we went in January—it was fantastic !"
We arrive separately. The host sits us. When our server arrives at our table, she says,
"Welcome back. Do you want the same thing as last time ?"
We look at each other in disbelief. It’s been more than 2 months since we were here and the place is bustling !
In a word—gobsmacked.
She wasn’t able to explain how or why she remembered us but she did. Anyhow, we ordered the same thing and it was delicious.
Here we are, two grown men who are well supported personally and professionally, yet here’s the thing—remembering us made us feel very special. We felt seen. Not just that day but also two months earlier.
There’s a lesson here and you know it. As a leader, it is critical that you ensure people feel seen and heard. Here are a just a few ideas:
listen when they talk. Listen to understand, not to respond.
use their name when you see them
recall details about their personal life—family members, pets, vacations, birthday/anniversary
ask about their personal and professional interests and pursuits
celebrate their wins
This isn’t going to cost you anything other than paying attention, being genuine and using some type of system to keep track of what’s important.
How do you make people feel seen and heard ?
PS: In case you’re wondering—a big shout out to Queen Mother Cafe for excellent food and amazing service !
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