Premier Group Business Success Thursday Number 6

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Hello everyone,

Here is Business Success Thursday Volume 6

The two things every client and customer wants from you:

In his book ‘How to win and keep Customers’  Michael Le Boeuf notes that every customer really wants two things when they buy any product or service.

The first thing they want is a solution to a problem.

The second thing they want is to feel good. They want to feel good about the product or service they have just purchased. And they also want to feel good about themselves after they have made their purchase.

When a customer or client feels good they are far more likely to make a repeat purchase of this product or service and recommend it to other people as well.

So how do you get your customers and clients to feel good?  

An extremely successful plumber has a simple way of doing this.

He always shows up exactly on time. So if he tells you he will be there at 10 am in the morning that’s exactly when he will arrive. Do you know how rare it is for most trades’ people to consistently turn up at the time they said they would? This plumber always shows up exactly on time and it makes his clients feel great. (And he also gets a ton of repeat and referral business.)

Another way to make people feel good is to pretend that every customer you meet has a large invisible sign around their neck that has four letters on it.

All we have to do as business people is to respond to this sign. The letters on the sign are MMFI and stand for ‘Make Me Feel Important.’

We can do this with a smile, a thank you note, a follow-up phone call and a hundred other simple things.

Every time we do this we improve the relationship and increase our opportunities for further business with that customer.

The better your clients ‘feel’ when they do business with you the more successful you will be.

Action Exercise

Write down 5 ways you could make a customer feel good this week.

We want all our Premier Group clients to feel great when they do business with us.

And to help us do this we have a very simple mission statement with three parts.


Warm regards
Bernard Powell

“It is only possible to live happily ever after on a day to day basis”.    

Margaret Bonnano

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