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How Much To Be Nice

November 13, 2008 on 8:24 pm | In General |

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Seth Godin asks in this post how much it costs to have someone be nice to you as a customer.

Affluent customers in particular will pay a premium for nice - especially when the customer service norm in your industry is not nice.

So how do you deliver nice?

It’s partly a matter of systems and training, but I think a big factor is hiring on personality as much as hiring on skills. Some people can’t be trained to be nice.

CoCreatr makes the interesting comment on Seth’s post that in Japan, it doesn’t cost any extra for nice. This brought back some memories of the 4 years I spent in Japan…

….like the convenience store clerk who chased me halfway down the street because I forgot my 1 yen change

…or the two post office employees who visited my company to profusely apologise for the fact that the packaging was ripped on a 200 yen ($2) product sample, complete with a pouch of cash to compensate me for the loss.

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Nice can go a long way in any business. I have found that good communication, respect and friendliness equals loyal customers. The fact that you acknowledge someone and are willing to talk to them, be friendly and help them with what they need will make them more likely to come back or recommend you to their friends. People will come to you even if someone else has a better or cheaper product.

Comment by Paid Survey Reviews — December 21, 2008 #