Archive for the ‘Customer Follow Up’ Category

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!