but treating your customers in a special way can make a big difference. Spend a little extra time with them, and don't be afraid to develop a genuine bond with them-find out what their interests are, where they live, what they think. And always go that extra mile, as this makes the customer really remember you. Hints and Tips: 1. Get to know your customers' interests. 2. Use the customer's first name as much as possible. 3- Find out if they are married and what their kids' names are; then do something for the family if possible. This is very powerful. 4. Don't take anyone for granted. Constantly ask, Is there anything we could do better? Rating: 4/5 Underpromise and Overdeliver Although it sounds simple, underpromising is tricky. It means not tooting your own horn and only giving away enough bait to hook the customers. That means you need something in reserve. If you tell them it will be in stock on Wednesday, get it in on Tuesday, and call them on Monday afternoon to let them know. Always try and do a little more than they expect. If you just do what you promise, you'll probably get them back next time. If you do what you promise plus a whole lot more that they weren't expecting, you'll have customers for life. It's worth it. Hints and Tips: 1. Actually do more than you promise. 124