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Use their name --- often.
How important do you feel when you walk into a business and you hear “Hi Bob, how are you today?” Find a way to remember names and associate with faces. You will convey a good feeling right from each first contact. |
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Give more than you promise.
Deliver quicker, add a little extra to their order, charge a little less than you estimate, upgrade at no charge, etc. We all like pleasant surprises; they come so seldom and are easily remembered. |
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Hire friendly people.
A smile on their face and in their voice, is just what many customers need to feel comfortable doing business with you. The words friendly and smile should appear in all of your help wanted ads. Don’t settle for less. |
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Say thank you.
We all want to know that our patronage is appreciated; after all, we are spending our hard earned money. These two simple words should be in everyone’s vocabulary at all times, they never get old. |
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Ask for customer input.
What new product or services do they want and will they purchase them? What don’t they like; selection, prices, business hours, long lines? Then it’s your responsibility to change what you can and give them feedback. |
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Change with the times.
Products, services, benefits and technology change quickly and constantly, don’t remain stagnant. What was popular yesterday might be obsolete today and gone tomorrow. Stay on top of the trends in your industry. Read trade magazines and attend trade shows. |
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Calculate the long-term value of a customer.
How often do they buy from you? How much will they buy over 10 years - 20 years? The numbers will surprise you but the only way to receive that business is to keep them satisfied. |
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Match, or better yet, exceed what your competitors are offering.
This doesn’t mean a price war but find ways of doing it better, be an innovator, not a copycat. |
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Show customers the benefits rather than the features.
They want to know “what can it do for me?” not technical jargon or shoptalk. How will your products make their job or life easier. That’s what sells! |
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Reward customer loyalty.
Use frequent buyer programs, coupons, cards, special gifts, etc. Prior notice of sales, early bird offers, preferred customer lines and special attention. Everyone like that little something extra. |
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Treat employees well.
Their enthusiasm and pride for your business will come out when dealing with and assisting your clients and customers. Encourage suggestions and create a feeling of trust and respect. Well-trained and compensated employees will stay longer and require less supervision. |
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Do constant research.
Make sure that you are pleasing and satisfying customers through surveys and comment cards. Have an employee of the month and let customers vote and add to their comments or special requests. |
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Stay in contact.
You need to be in your customers mind every time they need to buy in your industry. Develop and use mailing lists from orders, contests or business card drawings. Send to people who are already customers more often than random prospects and give them a new offer or reason to purchase again. |
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Handle problems and complaints promptly.
Every order or purchase in every business doesn’t always run smoothly. It is just part of being in business. BUT, it is how you resolve the problem that really matters. Take the customer’s view, show empathy, and make them satisfied as quickly as you can. Don’t sidestep complaints and make the client ask twice. |
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Provide customer education.
An informed and knowledgeable customer is a better customer of your products and services. Offer verbal instructions and ideas along with easy to understand brochures. Have on site classes at no charge for anyone who wants to know about your industry. |
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Cross train your employees.
When someone is off or on vacation, there will always be someone who can step in and handle a customer’s questions. A factory can’t have one part of its assembly line or the entire operation stop. Don’t let there be gaps in your service. |
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VIP treatment.
Special attention, special hours, meeting the owner/president, and other perks make customers feel like you really appreciate and need their businesses - because you do. The airlines do this at little expense by providing preferred check-in lines and upgrade seating. Find something you can offer that makes your customer highly valued. |
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Get testimonials.
Letters and comment cards from satisfied and enthusiastic customers are a great selling tool for use with new prospects. No one wants to be a guinea pig and past performances can create a comfort level for new buyers, You probably won’t get letters from satisfied customers unless you ask - so always request them. |
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Assess your customer’s needs.
Always be thinking of better ways to improve your products and services to fulfill your customer’s needs and wants. Many times little changes can add big value and increase sales, referrals and repeat business. |
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Use your employee’s ideas.
They have everyday contact with your customers and many times will have suggestions you didn’t think of. Always reward ideas that you use and make it contagious in your business. Encourage employees to submit their ideas. |
