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A smiley welcome from the owner? A personal connection? Knowledge of you or your family outside work? Genuine warmth and care? Or perhaps it’s free Italian ice cream?
Okay, so not every business can offer the ice cream…. But my local Italian restaurant- Barracuda based in Amersham can… and the 2 brothers who own it Esatteo and Marco offer all of the above. I was there yesterday for lunch with my family and we are all fans… not only is the food great, it’s all locally sourced and freshly made on site by one of the brothers… There is nothing like being greeted in a friendly way by the owner of a business who genuinely cares…. And the ice cream…. Well of course my boys love that, helped that they have an enormous tub of sweets they offer all their young customers.
Why am I telling you about yesterday’s lunch that my family and I loved? Well I’m currently reading Fanocracy by the brilliant and inspiring father / daughter team: David Meerman Scott and Reiko Scott and it got me thinking about why we love going to Barracuda. It’s because they have all the ingredients that David and Reiko talk about that make businesses a success…. They have thought about what will make their restaurant more than a simple restaurant, they have thought about what will make their customers love them, come back, recommend them and be fans… just by being human and reaching out to their customers in a way that everyone wants to be treated.
In Fanocracy David and Reiko talk about the fact the secret to success is to think beyond the product a business is selling and think about the customer experience first…. The way the customer is made to feel, their emotions and what they want, will help make your customers into fans…. They can explain it best: “Fanocracy means turning fans into customers and customers into fans. Fanocracy means an organization that puts the needs and wishes of fans ahead of every other priority. Applying the strategies in Fanocracy will make your company more likely to dominate your category and win business.” You can read the first chapter of the book here: https://www.fanocracy.com/.
Of course, I’m always talking about the importance of client care and how by listening to your customers, acknowledging them as people and understanding their needs you can garner loyalty, trust, repeat business, recommendations and hopefully they will become your advocate or better yet – your fan…. Who doesn’t want fans?!
I must admit, I’m only half way through Fanocracy, but after my lovely Sunday lunch followed by the beautiful Italian ice cream and the welcoming smiles from Esatteo and Marco – I couldn’t wait to write this piece and let you know about Fanocracy – read it, embrace it and become a fan! Oh, and if you are anywhere near Amersham – go to Barracuda! You won’t regret it!
Turning your clients into advocates.