Like most people, I get my taxes done once a year – and every year I dread it! But, I don’t dread seeing my accountant. She is a lovely woman, who is great with numbers and makes my life a lot easier. She also wows me every. single. year.

How? She pays attention.

She remembers tiny details about my life from the year before and asks me about them. I see her once a year and she will say things like:

• I remember you were looking forward to going to a writing conference. Did you go?
• How’s your old cat doing? She must be 20 or 21 by now. (She’s 21!)
• How are your nieces and nephews? Do you get to see your niece who lives in England much?
• Are you enjoying the new deck your husband built for you?

It happens every year, but every year I am still somehow surprised and wowed! Either she has a near-perfect memory, or she is jotting down notes after we meet and then she reviews the notes before she sees us again the following year. Either way, I feel so special and cared for by her attention to these personal details. Even though they have nothing to do with my actual taxes, I trust her more because she cares enough to remember and ask about things in my life that are important to me. She could do the standard, “How’s the last year been?” but instead, she demonstrates specific care and attention to me. Such a simple way to show a client you care – and to keep a client (me!) loyal for life.

How can you wow your customers by paying attention?

How can you wow your customers by paying attention and how do you show that you are paying attention? What are your favorite unexpected ways to wow your customers? Please share your comments, questions, and stories below!

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Brandi Hand, Queen of Visibility, Red-Carpet Learning Systems

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