When was the last time someone told you how much they appreciated you? How do you feel when you get a thank you note?
If you’re like most, you get a warm fuzzy feeling inside. You smile. You feel a little bit better.
Don’t you think your customers would like to feel that same joy?
My wife had to call our bank the other day to discuss a charge on our account. The bank representative looked up our account information and said “I see you’ve been a customer of ours for some time. We really appreciate your business.”
Thanks for noticing!
Your long-term customers are loyal and faithful to your business. Keep them happy with some of these key steps:
- Don’t treat customers as just random account numbers. Personalize your interactions with them so they know you actually value them as individuals.
- Give current customers special promotions, discounts, or benefits that new customers don’t receive. Nothing makes me as frustrated as seeing the “new customers only” fine print on all these amazing offers I see advertised by my current service providers.
- Remember your customer’s history. Don’t treat your next interaction with them like you have to start everything over from scratch. Build upon your relationship with customers with relevant recommendations and service options. You should know what type of upgrade a current customer needs or that their widget was sent in for repair last month. Your customer should not get the impression that you’re asking “do I know you?” when they call.
Your customers want to be appreciated. Thank them with your words and actions.