Episode #27- What Can We Learn From The Green Bay Packers About Creating A Customer Experience
The Green Bay Packers are masters at creating a customer experience for the fans. As cleaning business owners it is our job to do the same for our clients. This video will get you thinking outside the box when it comes to creating that experience for your clients.
Transcript of the video:
Many of you know that Steve and I live in Minnesota, but we're from Wisconsin and grew up diehard Packer fans (way before they started calling us "cheeseheads")!
A couple weeks ago we took a short vacation to Green Bay to see the new Superbowl Trophy, watch the team practice, and see a pre-season game at Lambeau Field. One of the things I love about the Packers is that they truly appreciate the fans and create a one of a kind experience for us. Before each practice, several members of the team come out of the stadium to make the trek across the street to the practice field. But they don't just walk over to the field - oh no! When they come out of the stadium they're greeted by kids that also have their bikes; so the players actually ride the kids' bikes over to the field, while the kids run along-side them. Once they get to the practice field the players take photos with the kids and give them an autograph.
On the day WE were there, after watching them arrive on the kids bikes, we went over to the bleachers to watch them practice. They announced that it was going to be a short practice, but to be sure and stay where we were because they had a surprise for us after practice. Of course we all waited with anticipation for what was in store for us. After practice, the team spread out across the field and opened duffle bags that were filled with Packer t-shirts. Then, they used these giant sling shots to actually shoot the t-shirts into the crowd! It was really fun to watch because some of them flopped forward just a couple feet, while others had perfect aim and hurled them into the crowd. I think it was kind of a macho thing to see who could sling them the furthest.
After the t-shirts were gone, coolers came out onto the field and suddenly a water balloon fight broke out! We were having a blast watching these tough Superbowl champs chasing each other down, sneaking up on the coaches, and finally lobbing a few into the crowd! The players were having as much fun as we were (probably more)!
So what can we learn from the Green Bay Packers about creating a customer experience? 2 things. #1 - Make it memorable. Steve and I were already fans, but we will never forget our experience this year, and we were excited to talk about it with all our friends and family. Think about what you can do to create a memorable experience for YOUR clients - something that they'll never forget, and that will make them raving fans of your business. One savvy cleaning business owner puts on an ice cream social for her clients during the middle of summer when everyone wants to escape from the heat. That's pretty memorable!
#2 - Make it fun for your employees. I'm willing to bet that the Packer players probably had more fun that WE did, creating this experience for the fans. When you make it fun for your employees, they'll become more creative and start thinking of more ways to create that experience for your customers. Here's a good example.
One house cleaning business owner has trained her employees to create "WOW" moments for her clients each time they clean. It's something that takes 5 minutes or less; it's something the employees do for the client; and when they're done they leave a note about it. So for example, they may leave a note saying, "we had time to hide 4 Hershey kisses, one for each kid, hope they find them all!" Or maybe the flu is going around so they leave a note that says, "Since the flu is going around, we disinfected all the phones and TV remotes today. Stay healthy!"
Creating customer experiences doesn't have to cost a lot of money and it doesn't have to take a lot of time. What it DOES take, is a little brainstorming and some thinking outside the box. So I hope these examples get your creative juices flowing and that it prompts you to start brainstorming with your employees on just how to create memorable customer experiences. None of us can afford to lose clients, so we need to make a concentrated effort to "WOW" them and to create more loyalty from them. When you can do that, "watch out! Your business will start to soar!
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