Your customers give you money in exchange for the value your product or service provides.
Are you sure they are getting that value?
Failure to get the value from your offering isn’t necessarily a failure on the customer’s part. It is your failure.
Several months ago, we ordered a pre-paid service for our home. We got busy and never called the vendor to schedule an appointment.
Just this last week we received a postcard reminding us that we had purchased the service.
This communication helped us remember the service we had bought but more importantly offered us an incentive to take action.
You see, the pre-paid service is only good for 6 months and our deadline is quickly approaching.
The postcard informed and directed us to take action. It invited us to call to schedule an appointment.
This pattern of reaching out to customers and reminding them to take advantage of what they already paid for is a solid customer service best practice.
If you leave them to their own devices, your customers will realize that they forgot to use your service. This will be disappointing to them and may prevent them from doing business with you again.
On the other hand, if you are proactive in your communication and make sure customers are successful, they will leave with a positive impression and stronger relationship with you.
Do your customers get what they paid for? I hope so.
Your homework: double check that your customers have received the service or product they purchased.
Reach out to those that haven’t and you will find more business from repeat customers down the road.