Customers are the reason we are in business, and they should never be taken for granted. We all know that without our customers, we wouldn’t have a job.
So how do we ensure that customers know we value their business? Here are some suggestions:
Tell them how much you appreciate them. In a sincere and genuine manner, make certain you let your customers know how much you appreciate their business. It is appropriate for you to say something like, “We really appreciate your business, and please let me know how we can be of further service.”
I have a dentist who, every time I go in for a check-up, thanks me and my family for coming to the office. He makes certain we know that he is only a phone call away, day or night. I have been going to him for 20 years, and he always thanks me like he means it — and I think he does.
Do the unexpected. There are many ways you can wow your customers so they take notice. Perhaps it is a random follow-up call to check on them, a visit to their location, or sending them a small gift or note of appreciation. Going beyond customers’ expectations keeps you and your business top-of-mind. It will help customers think of you in a positive and personal manner.
Make certain they are satisfied. After a sale, check to make sure customers are satisfied. But, don’t expect them to fill out a survey. Instead, make it easy and personal by calling them. It is a great way to stay in touch and a perfect time to ask them about their next job!
Keep in mind, however, that while customers may claim to be satisfied, simple satisfaction doesn’t equate to loyalty, which should be the greater goal. One Harvard Business Review study indicated that 80 percent of all customers who left for a competitor report being “satisfied” with the previous company. But, by consistently doing the activities suggested in this article, you’ll be well on your way to creating that loyalty that will sustain or grow your business.