My husband supervises mostly women and after work one day he asked me, “What is it about the Twilight movies?” I immediately thought about Edward in the first movie, desperate to save Bella’s life while struggling to control his thirst. I remembered when he told her she was everything he had searched for in 100 years; how romantic! I thought about Edward deciding Bella would be safer if he was gone…
My husband interrupted my dreamy state by saying, “Great. Now you have the look on your face that every woman at work gets when they talk about Twilight.” I had to laugh because he’s right.
His question really got me thinking though. What is it about those movies? Why is it that hearing the word “Twilight”, causes many women to get a dreamy look in their eyes? The answer to that question has big implications for business. After all, don’t we want our customers to have “dreamy” looks in their eyes when they hear our names?
That’s when I realized, we can learn some lessons from Edward Cullen. Granted, we don’t have vampire persuasion, we can’t read thoughts and we’re not immortal. Nonetheless, we should all treat our customers the way Edward treated Bella:
1. Treasure Your Customers
This is different from taking care of your customers. Taking care of customers is doing what needs to be done. Treasuring customers is doing more than what is needed. How does this translate into your business? It means providing an unexpected level of meticulous concentration on their well-being. Treasuring clients is delivering a level of attention that causes your customers to feel incredibly important to you; so important, in fact, that they doubt you have any other clients. It means anticipating the questions your clients and candidates will have and giving the answers before the question is ever asked. Treasuring your clients means communicating with them via the platforms that work best for them, not what works best for you. The bottom line, treasuring your clients means making them feel special.
2. Be Fiercely Protective of Your Customers’ Best Interests
If you’ve watched the movies, you know Bella’s safety was Edward’s priority. Even when she didn’t know he was there, he was watching her, looking for any danger that could approach. And when danger was there, his reaction was intense and immediate. What this means for you is identifying the potential traps your clients could fall into and warning them in advance. It means guiding them through the best course for their business. It means remaining vigilant in your customer care. It means…doing what is best for your clients even if that very thing is what’s worst for you.
3. Show Them Things They Have Never Seen Before
Edward opened the door to a new world for Bella. He flew across the forest. He took her to the tree-tops to overlook the Pacific. What “tree-top” experiences are you providing your customers lately? Folks, it is the experiences you give your clients that will cause them to rave about you. And I want them to rave. Don’t you?
Photo courtesy of Ezyan Y.