Hello and Happy Friday!
Every now and again (on a Friday), I’m going to share with you a fun, silly or creative tactic/ strategy that Financial Services businesses can use to stand out from the competition and attract new clients.
Today, we’ll look at how a $12 serving of Kung Pow chicken can help you stand out from the crowd, win customers for life and generate an instance source of referrals.
So, the strategy/ story goes: a Financial Advisory firm who specialises in medium – high net worth clients was looking for a way to create a lasting impression on their leads and help them stand out from the competition.
In a market with relatively similar product offerings, and where every other company is focused on “outstanding customer service” – this firm took it one step further.
What they did was – for any client or lead who came in at breakfast, lunch or dinner time (most of their clients worked so could only do these times), the secretary (let’s call her Sally) would ask them: “have you had lunch yet?” during the usual small talk.
If a client (let’s call him Bob) replied that they hadn’t, Sally would then say: “oh ok, what do you normally have?”
Following the flow of conversation, Bob would respond with something like: “normally… Chinese takeaway”.
Sally: “oh i love Chinese takeaway – what’s your favourite meal?” (we will assume Kung Pow Chicken here)
Here’s the thing – don’t get your secretary to ask your clients if they want lunch, as they are likely to reject the offer. Frame this as just a friendly conversation/ small talk before your clients/ leads come in and see you.
Now that Sally has had a chance to have a chat with Bob, and found out what kind of food he likes – invite Bob into your office, and do what you do best.
Whilst you’re with Bob, Sally (or another assistant) goes out and buys his favourite meal, and has it waiting for him.
As Bob is walking out of your office, Sally says: “Thanks for dropping by today. We know how busy you are, and really appreciate you taking time off your lunch break to come in – so we got you some Kung Pow chicken as you said it was your favourite (or whatever kind of food the client likes).” … BOOM!
Not only have you shown your clients and leads that your customer service is amazing at ALL levels of the organisation, but you’ve also given them a gift, and triggered the reciprocity effect (from the book ‘Influence’ by Robert Cialdini).
Do you think it might stick out to your leads and make them more likely to sign on with you? And do you think they might tell someone about the great experience they’ve had with you?
Obviously you still need to do a good job and serve them well – but that’s the easy part for you right?
If you try this fun little tactic out, shoot me and email and let me know how you go.
As always – I’d love to know what you think of this post, as well as what other kinds of topics you would like to see.
Just email me at [email protected] or connect with me right on LinkedIn.
P.S. Would you like to get a behind the scenes look at an automated marketing system that’s generating a steady stream of Financial Services leads?