Archive for the ‘Customer Follow Up’ Category

Feb 21

What is the best way to say thanks to my customers?

Posted by Jodi Riolo | No Comments

Expressing gratitude is a virtue lost in a world full of people absorbed in their own little worlds. Saying thank you simply because it’s the right and polite thing to do is uncommon and commendable. Acknowledging another person’s goodness speaks volumes about your character and helps solidify not only personal bonds but business relationships as well.

“By sending a personalized greeting card to say thanks to my customers a few times a year, it builds their confidence that I am available if they have a question or need my services. I know the cards sent by Client Retention will arrive professionally and on time. They are experts at crafting unique messages that match your brand philosophy” Andrea Raymond, Appletree Advertising

The art of letter writing has been slowly dying ever since the dawn of online communication, and while sending e-mails or texts is less time-consuming and convenient, it lacks the personal touch of a physical handwritten note. Words displayed on a computer screen can never replace beautiful thank you for your business cards, especially if they’re tailor-made for your business. If anything, the rising popularity of digital communication has made mailed cards rarer, and therefore they’ve become much more valued and cherished.

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Nov 16

Snail-mail Greeting Cards are a very effective way to Retain Clients

Posted by Jodi Riolo | No Comments

Marketing and advertising are essential to getting clients. After acquiring clients, you work hard to provide quality products and give excellent service.

But after everything is said and done, what do you do to keep them coming back? There is a highly effective way to maintain loyalty and retain clients: send them an actual envelope-sealed greeting card.
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Jan 19

13 Sizzling Customer Service Tips You Can Use Today!

Posted by Jodi Riolo | 2 Comments

 

The Secret Sauce to Customer Service

Did you know that you stand to lose approximately 50% of satisfied customers within 5 years?  It doesn’t matter where they went, they left you! Customer service skills count.

Can you afford to lose these customers?  The answer is an obvious no.  We all know it’s a lot harder and a lot more costly to get a customer back once they’re gone, than it is to keep them once they’re yours.  So why put your company through a costly process and rigorous churn to replace or win them back?

Don’t lose any of them. Period. These customers are your revenue builders, they provide repeat business and referrals.  To keep your customers, every interaction must be memorable, in a GOOD WAY!   

Exceptional customer service skills are directly attributable to customer retention.  In case you need it, here’s a little help . . . 

 Starting Today, Use These Sizzling Customer Service Tips

  1. Use your customer’s name at least 3 times in a conversation.  Keep it natural sounding. 
  2. Stay away from canned or scripted language.  This is extremely annoying and can be recognized in a heartbeat.   Keep your conversation friendly, natural and interactive.  We want to talk to someone that breathes and blinks.  
  3. You can’t actively listen to a customer and do other tasks.  Stop what you’re doing and give them your full attention.  Multi-task when you are not serving a customer.
  4. Take ownership of your customers’ problem – even if you are not the cause of it.  Don’t pass them all over the company so that they have to repeat their problem over and over again.   This is a real customer destroyer. You could easily loose them here. 
  5. Go the extra mile for your customers instead of looking for shortcuts. Customers can tell the difference right away and will appreciate the time you spend with them. 
  6. A silent minute on the telephone seems like forever.  When you are looking up information for customers, keep talking to them.  Keep it natural. Refrain from saying, “So how’s your day going so far?”  Seriously, this phrase has worn itself out.   
  7. Follow up with a courtesy call for every customer who was upset or had a difficult problem.  Then do it again within 30 days.  A necessary move on your part and a great relationship builder. 
  8. Take responsibility and fix a customer’s problem – OWN IT.  Avoid the, “It’s not my job” attitude.  Fix it so it stays fixed! 
  9. When said with sincerity, the words, “I’m sorry” can diffuse about 95% of most customer’s anger.  Oh yes . . . listen, listen and then keep listening. 
  10. Terminate calls courteously and let your customer hang up first.  
  11. Don’t speak negatively about anyone in front of a customer that you wouldn’t say for the entire universe to hear.  This could damage and destroy your reputation! 
  12. Make a sincere effort to remember personal details such as birthdays, their jobs, etc.  This makes customers feel important.  A good feeling.
  13. Keep greeting or note cards in your desk.  A card mailed (yes, the kind with a stamp) is more powerful and memorable than anything you could possibly send that is electronic.  Another good feeling.  

Do you have any bold tips you would like to share?  Let us hear from you!  Contact us . . . info@ClientRetentionInc.com

May 16

Don’t forget your customer — connect with your customers

Posted by Jodi Riolo | No Comments

Okay, here’s the deal. . . 

Statistics state that you need to connect with your customers 5–12 times a year to be remembered.   

After hearing that statistic, I asked myself, “Are you kidding, who is going to forget who they do business with?” Surprisingly, people do forget and here is an example of how that can happen . . . 

Scenario: 

Your carpets need cleaning.  The company you hired was out of the box fabulous and here’s why:

  • They called a few days before their scheduled day to confirm.
  • They showed up at the time the appointment was set.
  • They were courteous and listened to your concerns about where all the specific carpet stains were located throughout the house.
  • They moved some of the heavier pieces you could not move.
  • They did a thorough job of vacuuming before they started cleaning the carpets.
  • They were respectful by actually taking off their shoes during the process!
  • Upon completion, they laid down plastic runners in the heavily walked areas.
  • The carpet looked brand new again (well pretty close!).
  • Their rates were comparable to others, but realistically for their effort and outcome, you would have paid more.  

Sounds like a fabulous carpet cleaning company to have around, right?  Fast forward ahead a year or two and it’s time for another cleaning.  

Now Here’s the Sad News:  

Because they never connected with you after that initial cleaning, you don’t remember their name, YIKES! That just cost the carpet cleaning company a potential customer for life and who knows how many referrals.  How sad to lose a customer that way?!

You may want to think about this story as a means to get motivated using some sort of follow up plan. Sending a light-hearted greeting in the mail is one idea.

Why don’t we follow up?  

As a business, following up after a sale”is just not high on the priority list.  It’s another task we don’t have time for or maybe we just don’t know what to do.  We think it’s enough to just take care of our customers at the time they need us, oh yeah and then send them a bill.   

Why are we so bad at it?

Because it takes time, effort, planning and doesn’t bring home the bacon. Customers will still keep coming back, won’t they?  Maybe, maybe not. Don’t take that chance, it’s just too risky.

Bottom Line: 

Connect with your customers on a regular basis, they truly want to feel valued and important. They need to know that you think of them and appreciate their business.  A greeting card personalized from your business is one way to connect with your customers and you are not asking anything from them.

Another Bottom Line:  

Remember your customers and they will remember you! Check out our card catalog today.

May 9

Business Thank You Cards and What’s Happened To Our Manners?

Posted by Jodi Riolo | Comments Off on Business Thank You Cards and What’s Happened To Our Manners?

The #1 reason businesses lose their customers and clients is because they feel neglected and unappreciated.  As simple as it is, sending thank you cards are the best way to change that statistic.

Back in the day, it was customary (mandatory too, according to Mom!) and considered good manners to send a thank you card when you received a gift, even if you personally said thank you at the time you received it.  Going the extra mile of writing a thank you card and mailing it just seemed to solidify your appreciation and show off those impeccable manners.  And one more thing, don’t forget what a good feeling you had when you dropped that card in the mailbox!

Happy to say, nothing has changed, not even in the business world.  But somehow, some way, our manners have slipped . . . a lot.  Maybe we’re just a little too busy or maybe we just don’t see the value? Whatever the reason and there are many, we need to get back to basics.  Why?  Because that’s what our customers want.

Think about this, how do you feel when you receive thank you cards in the mail?  Remember that “feel good” feeling knowing someone cared enough to send you a card?  If you have never received a thank you card in the mail,  I guarantee it will undoubtedly capture your attention and make your day when you do receive one!

Check out our business thank you cards here.

Let’s turn that around where you send a thank you card to your customers. Imagine their reaction.  Another guarantee . . . a smile, a feeling of importance and excitedly pleased to be acknowledged.  This is how you start building customer loyalty.

Building customer loyalty is key to your reputation and your survival as a business. 

And yes, it can start with something as basic as sending thank you cards to your customers.   After all, your existing customers are your biggest cheerleaders, your sales force, your repeat customers, your referral source and your revenue builders, so why wouldn’t you treat them with gratitude and appreciation?

Think about what you stand to lose when a customer moves on.  Look for ways to keep a customer from jumping to the other side.

The Bottom Line:  Customer follow up  is mandatory.  How do you keep your customers and turn them into loyal customers?  By showing you care with a fun or light-hearted thank you cards 3-4 times a year!