Like most small business owners, you value your customers. You know they are your livelihood, your bread and butter. Perhaps, you even consider them “family.” As with family, you do appreciate them, but you may become complacent and take it for granted that they will always be there.
The thing is, if you concentrate all of our efforts in marketing to gain new customers and not pay attention to your current ones, you lose out. Think about it. The hard part is done…that customer took the leap of trust and did business with you the first time. Wouldn’t it stand to reason that you would want to build and nurture that relationship?
This concept may be easy if you rely on repeat business in the short-term. But it is just a crucial if you don’t feel your customer would ever want or need your service again. Why? Because you want your customer to continue to be your raving fan. You want them to remember who they received that wonderful service or product from and purchase again, or better yet, TELL OTHERS!
Here are 5 simple ways to show your customers that they are a part of your family and that you care.
1. Send Thank You Cards
Perhaps the easiest to implement and very cost effective (even when you delegate it). After a service is complete, a quick, handwritten thank you card speaks volumes.
2. Birthday/Anniversary Cards
If, in your business, it makes sense to capture your customer’s birthday and/or anniversary, then take advantage of that information and send cards. You can implement a process to send all the celebrations in any given month all at once. If you don’t capture that info, perhaps sending a card on the anniversary they started business with you and tie in a “thank you” at the same time.
3. Holiday Cards
There are a ton of holidays during the year. Some well-known and some on the quirky side. You don’t have to send cards for all holidays. You can opt to celebrate the traditional holiday or make your customer smile with a card for “National Ice Cream Day.”
4. Newsletters
Provide valuable information to your customers on a consistent basis. There are advantages of doing both email and direct mail forms of newsletters.
5. Phone Call
This, by far, can be the most time consuming, but depending on your business, it’s a must! For example, a dentist office calling their patient the evening after a procedure. Or, calling to confirm an upcoming appointment. A quick “check in” call may be appropriate.
As you evaluate how to maintain your relationship with your current customers, know what tasks should be delegated. Implement a procedure and manage it so it will be completed to your standards. This will help keep your customers your raving fans.