Have you heard about Pokemon Go recently? If so, did it make you wonder what can your small firm learn from this phenomenon? This article has ideas on how you can improve your firm, based on the Pokemon Go phenomenon.
What is Pokemon Go?
Pictures of children walking round with their mobile phones playing Pokemon Go have covered the news lately. It’s even inspired adults to play Pokemon Go, and one person who quit his job to play full time!
It’s a game where players get prizes (Pokemon) or rewards for being in the right place. It’s designed to get a game playing generation out of their bedrooms and being more active.
What’s this game got to do with client service?
We all like to get small rewards, in one way and another. Pokemon Go “gives away” small virtual rewards to people in the right place at the right time. How do you reward clients and potential clients for being where you want them to be (your office, or other locations of your choice)?
A few years ago Paddi Lund coined the phrase ‘critical non-essentials’. They are very small things you do, that are not needed in any way, but make a huge difference. What do you do?
Most firms make (some grudgingly) a cup of tea for guests, how can you enhance that simple reward? My favourite biscuits discussed one way of enhancing it. One firm I know takes the same activity and making a feature of it. There is a restaurant style menu in the waiting room, with a large selection of drinks. If you’re doing something anyway, how can you make something of it?
Personally I still love number 5 in 10 things your receptionist needs to do so you get referrals.
Other small client service improvements
Perhaps we have all become accustomed (or bored of) many of the normal corporate gifts (e.g. Pens), although they remain popular because clients really keep hold of them and use them.
How about the humble business card becoming something that people find really useful? The front has your contact details, and the back may have all the relevant dates for this tax year, or other useful reminders.
Another simple adaptation could be a model you present on, or use to explain things to clients being printed on the back. It can make your card stand out at presentations.
You might not create your own Pokemon, but people who check in to the location of your Facebook page, might get a small reward?
What will you do for your firm?
In an age where good client service is no longer good enough, as good client service is the norm, what are you doing to make people simply go ‘WOW’ or realise that you really do stand out?