They are the first two lines of the song, "Unforgettable" - certainly one of Nat King Cole's greatest hits. For anyone of your scanning this blog who may not be knowledgeable about him, Nat King Cole, was a musician who arrived on the music scene as a jazz pianist who also became know for his soft, smooth baritone vocals. He was popular between 1935 and 1964, with a lifetime career that included a tv program hosted by Cole in the late 1950s - a controversial move by NBC since no other shows were hosted by African Americans at that time. Nat King Cole died in February 1965 from lung cancer. His daughter, Natalie Cole carries on the music tradition and is just a star in her very own right. "Unforgettable" is certainly one of my favorite Nat King Cole songs. Irrespective of where I am or what I am doing, when I hear it, I stop and listen. His voice, his grace in dealing with adversity, and his incredible talent made Cole an unforgettable entertainer.
I was waiting to meet with certainly one of my clients last week and as I sat in the lobby of his office, "Unforgettable" was playing in the background. The idea occurred if you ask me of how nice it will be if all of our customers looked at us as "unforgettable" - encouraging repeat business that equals profitability. Surefire new loan officer
To ensure that us to be unforgettable to the customer, we have to ensure our clients are unforgettable to us. As a CEO, it is your responsibility to encourage your staff to (1) call the customer by name, particularly if he or she is just a repeat client, (2) know something personal about the customer - a well liked hobby, pastime or interest, and (3) know the preferences of your customer in terms of the products or services they buy from you. If your organization keeps a customer relationship management (CRM) database, getting and retrieving this data should really be easy. If you do not capture and store your customer data, perhaps it's time and energy to consider doing so. You will find way too many options out there for customers today and if you're not developing and maintaining a relationship with your customers, I guarantee you...somebody else will be.
So the very next time you engage with your customers, clients, patients, or members, make the transaction not only memorable, allow it to be - unforgettable.