Customer follow-up is an area that is important in any business, but is critical to anyone in any type of sales.
1.The Invisible Sign – Mary Kay Ash taught that she imagined that everyone wore an invisible sign around their neck that says “Make Me Feel Important.” Isn’t this really true about ourselves even if we don’t readily admit it? We know it has value because when we are made to feel special by someone else, and especially at a place where we spend our money, we remember it.
Business owners – entrepreneurs must promote ideas and implement strategies to ensure that each customer is made to feel special. Ultimately each business owner has to determine which ideas would be best for his or her area of business, but tried and true strategies abound.
For online businesses e-mail marketing is one way to follow-up with customers. Some internet marketers have gone a step further. Two marketers immediately come to mind. In opting-in for a report they both asked for physical address and I felt that was an over-kill but I gave it anyway. About two weeks later I found out why. One of their strategies is to not only communicate with their market online, but they also send physical cards like the ones found at http://cardsuccesscircle.com
Some basic suggestions that work for most businesses would be:
Gifts with Purchase
Customer Appreciation Days
Thank You Cards
Follow-up Calls and/or Surveys
Special Day Cards
Thinking of You
“I Value Your Opinion” – Referral Cards
By making your customers and clients feel special, you are building strong, long-lasting relationships.
2. Referrals and Testimonials – Customers who know you care are happy to give you their business and they will also be happy to refer their friends and family to you.
It is said that ‘word of mouth’ is the best form of advertisement and this is even more important in our current economy. People have become more conscious of good customer service; it’s no longer a matter of purchasing sales and services from just any provider or supplier. They want to know they are doing business with a person or company that has an excellent reputation for providing great service after the sale.
The result of happy customers should be unsolicited testimonials. When customers give these verbally ask them to put their testimonials on paper and if you have not started doing this, start today. A simple system would be to use a 3-ring binder with sheet protectors and every time you receive a written testimonial you add it to your binder.
Another option is to have them send their testimonials by e-mail, and include their name and address for verification.
Referrals and testimonials create added value for your business as savvy customers are more inclined to make their decisions based on referrals or recommendations from their peers.