Your business has multiple locations, many employees, or you may provide a service such as plumbing or HVAC that may send different repairmen to the same customers on different visits. You’ve got a computer that you use for billing purposes, appointment scheduling, and inventory control.
If you’re in inside sales do your employees pull up the customer’s record to see if they’re paid in full, entitiled to a discount, or to make sure the billing on the current sale will be accurate? What would it take for that employee to say to a new customer with no record, “Ms X, we really appreciate your business. We also want you to come to us first for your _____ needs from now on. My name is John. Here’s my card. Next time you have a need for _____, please give me a call.”
If it’s a long time customer: “Hey, Mr. Y, I see your one of our favorite customers. Thank you so much for all the business you’ve done with us in the past, and today’s as well. We really appreciate your business.”
If you’re in a service business such as plumbing or HVAC, train your employees to mention that customer’s past interactions, even when it’s the first time that employee has called on that customer. “Hello Mrs. Z, I’m John L., Here’s my card. What can we do for you today?” (The customer explains the problem.) ” Sure, I can fix that; it’s always a pleasure to help one of our best customers.”
Tip: #6 Train your employees to acknowledge past interactions with the customer. This costs you nothing and you know your competitors aren’t doing it. Yet it will strengthen the relationship between your business and the customer.
Acknowledge appropriate milestones. Maybe this is the 10th time a customer has done business with you. Or they’ve been a regular for five or ten years. Or, like me, they’ moved several times, but still use the same company for plumbing and HVAC.
Cheaper than mailing holiday cards, this is probably going to give you a much better ROI.