Black Friday, Small Business Saturday and Cyber Monday are over. Now what? Are you planning your next sale? It’s time for more than a sales; it’s time to give your customer something special. Of course you can thank them for your business but that’s not very personal. Thanking them for your business is a good thing; how you say it is another thing.
What do you think they would say if you asked what type of gifts they would like? Would they want cheaper prices or more sales? A recent European study by Qualtrics and Engage Business Media could provide some clues as to what customers might consider ‘good gifts’ or the best type of gifts.
The article points to actually getting more personal with the customer. Sound strange? It’s hard to build a relationship on cheaper prices. Letting someone know you care about them is a very important gift. What we’re talking about is improving your customer service. The better you treat me the more I know you care about me and my business.
You can send them a personal note telling them how important they are to you what you are willing to do to improve your relationship.
Here are three things they suggest; they are:
The Gift of Confidence
Knowing that you can be trusted and will be there to give them the advice they need. There are no guarantees in life for anything but being there when times get tough is a great gift. Are you up on your product knowledge and story policies?
The Gift of Time
Are you always busy? We all get bogged down and run out of time but how can you make time for your customers? Always try and answer your phone if possible; if not call back within the same day. If you can be available to your customers when they need you, it’s a huge gift.
The Gift of Quick
Hat’s off to those who pick up their phones instead of sending everything to voice mail. When you send my message to voice mail, I just want to call someone else. By the way, this is what your customer does. Voice mail is the good and bad news for all of us.
Thanking them for their business is important but what does that really mean? In order to do business they have to trust and like you; how about thanking them for their trust?
Do you need to make ‘more time?’ Does your team need more training in time management? If so call Lisbeth and discuss what you need.