The other day my husband received an envelope in the mail, and inside was a thank you card, handwritten, from the car shop where he had taken our car for new tires. The company had also included a coupon for future service.
I thought that this was a great idea for two reasons. First, the owner had taken the time to write us a thank you card, which really shows he appreciates our business. Not often do you receive that type of card from someone with whom you have done business, or from a company in which you had invested a lot of money making a purchase.
Secondly, from a marketing standpoint, adding a coupon with the note really grabbed my attention. You can bet that we saved the coupon and will return to the shop, because not only did they take the time to thank us for our business, but they enticed us to return as well.
Are you taking the time to thank your customers and clients for their business, and to reward them for choosing you?
If not, it’s time that you do. With things the way that they are now, it is not certain that even your best customer will return to you in the future. They may find a cheaper vendor. They may forget about you altogether.
I recently stopped for a coffee at a local coffee shop. When I left I realized they had given me the wrong cup, so I returned to switch it out. When I did they told me that I had ordered incorrectly, but they replaced it no problem and also gave me coupon for a free coffee in the future in return for my needing to return to replace the one I had gotten that day.
If you make the customer remember you by showing them that you appreciate their business and by rewarding them for choosing you over all of the other companies they could choose, you are increasing the likelihood that they will return to you for future services.
Thank you cards and stamps are cheap. Coupons are always a great incentive, since everyone loves to save money. A phone call can be made after someone has done business with you. Thank the person, and ask them about their experience. Send a postcard or a small trinket, even a marketing material such as a pen.
The key to doing business is to remember that without the customer or client, you have no business, so treat them with respect and make their experience pleasurable and rememberable if you want to keep them coming back for more.