- Reward your customers. Send them a gift or a lead for new business
- Buy or use their products or services. Loyalty works both ways.
- Be accessible and return phone calls or emails promptly.
- Keep your word. Deliver what you promised – on time.
- Under promise, and over deliver.
- Be flexible. Be open for business outside normal hours, even on holidays.
- Thank your customers for their business. Send handwritten notes.
- Always look professional. Your customers should feel proud to do business with you.
- Have integrity. Trust is hard to build, almost impossible to recover.
- Be supportive of your customers – like a good friend.
- Remember their birthdays and anniversaries. Send cards and small gifts.
- Promote their business to others. Believe in them.
- Be friendly. Aim to make it a pleasant experience to deal with you.
- Eliminate hassle. Make it easy to buy from you.
- Be a problem solver, not a hardware store.
- Have real people dealing with customer queries, not a multiple choice answering machine.
- Treat existing customers like pure gold.
- Occasionally, cancel an invoice, just for goodwill.
- Help customers get what they need, even if you don’t supply it yourself.
- Keep customers informed of all your new developments and products, and offer them the same special deals you offer new customers.
- Train your staff to have a welcoming, helpful and respectful attitude.
- Use Mystery Shoppers to check how customers are treated.
- Who speaks for your company? Call your business yourself to learn what callers hear.
- Never be indifferent to customers or prospective customers.
- Treat your staff well. They are your partners in business.
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8 June 2014
