Remember, your customers are people too. They love to feel valued and appreciated (just like you)!
Here are three things you can do to show your customers you are grateful for them.
Tell Them Thanks
Customers can’t read your mind. You need to tell them what you are thinking.
Your front line employee may say “Thanks!” when handling a transaction. However, this feels scripted and insincere. You can do better.
Reach out with a personalized thank you card. You get bonus points if it is hand written.
Bend the Rules
Tell the customer that you are grateful that they’ve been loyal for years. Because you appreciate them, you’ll be able to fulfill their request or deliver the product even though normally it wouldn’t be possible.
You’re willing to bend the rules because you’re dealing with a loyal customer.
Treat Them Better
Loyal and faithful customers deserve to be treated at least as well as brand new customers.
Show your current customers how much you are grateful for them by offering the same discounts or specials that you extend to new customers.
Your customers will know you are thankful for them when they never see the fine print stating “offer good for new customers or accounts only.”
Gratitude in Word and Deed
By communicating your thanks and showing customers you are grateful, they will get the message. They will feel valued, you will strengthen your relationship, and help foster long-term loyalty.
Great tips Joe. A simple thank you can go a long way, so can a personal approach to a client (not only the loyal one but also the first timer. In fact, what’s the better way to ensure that they will come back for more?).
@Pawel – Thanks! I agree that a personal thank you is very powerful. This is especially true in the ecommerce space where transactions seem to be anonymous and lacking the personal approach.
Hi Joe,
Thank you for sharing your ideas. I love the suggestion of bending the rules. Sometimes businesses get so caught-up on antiquated and stringent rules they forget the customer pays the bills. I look forward to reading more articles.
Sincerely,
Holly
@Holly – we sometimes cut off our nose to spite our face with regards to company policy. You’re spot on: customers pay the bills and we need to put decisions in that perspective.
Gratitude is the best attitude of them all.. a sincere thank you note and the right timing can turn that customer into a happy one – and positivity, we know it, spreads like a wild fire. That’s the secret to repeat business and it’s pretty basic. So, I’d start now with: Thanks for reminding us to value people; not just the profit they bring. Cheers!
@Shaleen – you’re welcome! you bring up a great point that good deeds (and thanks) spread like wild fire. Your customers definitely will find a timely thank you note remarkable and will tell their friends and family. It is just one side benefit of valuing people.