Archive for the ‘Customer Loyalty’ Category

Sep 2

September Card of the Month – Remind customers you are Thankful

Posted by Jodi Riolo | No Comments

Remember Your Clients And They’ll Remember You!

Mail a greeting card and keep the communication going “AFTER THE SALE”. This is a key component to building customer loyalty and retaining your customers.

Special Pricing until Sept. 30, 2017 on a customized set of Thankful greeting cards for your business.

Thankful Colorful Collage

Card Name: Colorful Collage
Our sincere appreciation for your confidence and loyalty. We are deeply thankful for your business and extend to you, our valued customer . . . Best Wishes for a Happy and Healthy Thanksgiving!

Blank – $1.00
Verse Only – $1.25
Verse w/custom contact info – $1.50
(25 card minimum, you can customize the verse as well!)

Best Wishes for a Happy and Healthy Thanksgiving!
Click here to check out new arrivals to our CARD CATALOG.

 

Learn more about our personalized “done for you” mailing card programs.

Aug 31

Why do I need a greeting card program for my business?

Posted by Jodi Riolo | No Comments

Card gratestClient LI

Ten reasons why you should send your customers a greeting card:

Download Ten Reasons Why PDF here.

1.     If your customers feel like they are the best and most appreciated customer you have, they will be phenomenal ambassadors for you.

2.     Your customers will also spread the good word about your thoughtfulness–that means repeat business and referrals!

3.     Feeling “neglected and unappreciated” is the #1 reason businesses lose their customers.

4.     With the fast paced, somewhat impersonal world of social media marketing, the personal touch of in-hand communication wins out every time.

5.     To build your relationships and strengthen customer loyalty, you must make your customers feel important and always show gratitude.

6.     Connecting with your clients and customers personally will keep your business relationships strong and your network growing.

7.     Remember your customers and they will remember you. Loyal customers purchase 68% more than anyone else.

8.     You can create personalized messages that reflect the culture of your company

9.     When you are in business for yourself, setting yourself apart in a personal way usually opens the door for better business relationships.

10.  It is much easier to sell your product or service to an existing client than to a new one.

When a relationship matters, send a card.

Client Retention understands the high value of customer service and building relationships for long-term business growth.

You can contact Sandie or Jodi here to get started.

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Jul 31

Do you want better customer reviews?

Posted by Jodi Riolo | No Comments

Send them a customized Thank You card after the sale.

better customer reviewsAs your customer base grows, their lifetime value to your business increases, so it is important to say Thank You to continue standing out in their mind. Customer retention gives a better return on investment (ROI) and is cheaper compared to finding more new clients. When your customers have a good perception of your services, they are much more likely to give you a positive review.

Stay top of mind with your customers by sending a greeting card that says Thank You in a unique way. Since many of us experience “digital overload”, sending a card through the mail really gets noticed. By staying in touch in such a personal way, you can build a positive reputation with more customer reviews along with repeat business and more referrals.

You can purchase 25 cards with your choice of image and verse, and send them yourself. See our selection here.

If you ask, most of the time a happy client is glad to give you a review.

Or, you can send us your list, and we will take care of the mailing for you. Our recommended is your top 50 customers

Learn more here about our Thank You Card mailing programs.

You can read some of our customer reviews here.

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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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Feb 20

Boosting Client Relationships with Customized Business Greeting Cards

Posted by Jodi Riolo | No Comments

While pre-printed cards are cheaper, sending out customized business greeting cards sends the message that you value your clients enough to invest in them. It is also a good idea to make your company standout by adding your logo or any personalized messages that reflect the culture of your company. Anyone in sales will tell you, boosting client relationships that you already have is much more profitable than constantly seeking out new prospects.

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Jan 17

Personalized Business Greeting Cards: Best Way to Show Clients You Care

Posted by Jodi Riolo | No Comments

The importance of a client retention program in a business cannot be stressed enough by experts. Show clients you care! As every business owner knows, it is much easier to sell your product or service to an existing client than to a new one. Additionally, a study made by Bain and Co. showed that a 5% gain in customer retention can increase a business’ profit by as much as 75%.

Customer loyalty, however, is never guaranteed, not even among the most satisfied clientele. You have to constantly work on it through a client retention program that should include constant engagement; and constant engagement means making your clients and customers feel they are always on top of your priority list. Discounts, freebies, and other perks help create this impression. Well-crafted business greeting cards, however, provide that personal touch that show clients you can, and make them feel he or she is important to you.

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Jun 8

Got Attitude? 9 Painless Ways to Improve It!

Posted by Jodi Riolo | No Comments

Research shows 68% of customers who stop doing business with a company leave because of a bad attitude by a single employee. 

The sad story here is that when a customer leaves as a direct result of how he/she was treated by an employee with a negative attitude, the company will never know why.  

And the customer?  Well imagine how many times the story is going to be told about the “cranky employee.”  Not a way any company wants to lose a customer or have their reputation tarnished.

Attitudes among employees improve drastically when they see the CEO and top managers (regardless of their department) demonstrate great customer service skills,  These “higher ups” must realize that their primary customers are their employees.

Ultimately they must set the example of displaying smiles and positive attitudes when they are walking in the halls, visiting various departments, break rooms, and anywhere they are face-to-face with their employees, regardless of where any of them are in the chain of command. 

Your attitude is your personal signature.  How do you want people to remember you when they see or hear your name?  

Here are some “attitude improvement tips” you can use right away:

  1. Don’t take yourself too seriously for most of us, nothing we are doing today will make any bit of difference in the world a hundred years from now. So, why take yourself so seriously? Laugh (for those that know us, this is our forte!) and learn to laugh at yourself.
  2. Keep Your Spirits Up No matter how difficult the situation, maintain a positive attitude. It really will turn out just fine. (How’s that for a positive attitude?)
  3. Learn to FailHeard the quote, “learn to fail . . . but fail quickly?” Deal with it, learn from it and then move on quickly.
  4. Leave Your Ego at Home “The bigger a man’s head gets, the easier it is to fill his shoes” ~ Henry A. Courtney. What can we say?!
  5. No Screaming! – No matter how bad things get, no situation warrants an angry response. It shows a total lack of control and makes you look bad . . . very bad.
  6. Stop Whining A whiner is like an infection, it spreads. No pity parties and stop it immediately at the source.
  7. Dump the Drama It sells tabloids but has no use in the workplace. It’s draining and zaps valuable creativity.
  8. SmileIt increases your face value. It also increases your success. Remember, people aren’t happy because they are successful, they are successful because they are happy. A smile totally effects those around you. You just might make their day too!
  9. Tell Good Stories The world is often too serious for us humans. Chances are, you have been through a lot to get where you are today, so share some of your humorous adventures.  (You’d be surprised at the camaraderie this might create.  It’s called relationship building :))

Bottom Line:  Customers respond better to an employee that is positive and upbeat, so share your new attitude and that smile in your voice with your customers. You will love the outcome!

May 29

10 Tips On How To Deal With Angry Customers

Posted by Jodi Riolo | No Comments

With summer around the corner and rising temperatures approaching, here are some tips on how to deal with angry customers and heated tempers in the workplace.

In every business, mistakes happen and customers get angry.

When someone is screaming in your face, you might be saying “good riddence and get lost” under your breath, but don’t forget that when they walk out the door, how many people they are going to tell about their experience with you.  Anywhere from 9 to 20+ and it grows from there.  If they use social media, add several zeros to those numbers.

Don’t risk your untarnished reputation because you failed to properly handle their problem. Take care of the situation in the right way, build their trust once again, and enjoy their continued repeat business and referrals.

Because every person is different, nothing is certain 100% of the time. However, these tips will help you increase your chances to keep your customer.  He/she will walk away feeling that you were honest and believe that you did everything you could to help.  How great is that?!

 

1. Don’t Take it Personally

Customers are angry at a situation, not you. Until you hear them out, you will have no idea why they are frustrated.

2. Let Them Vent

Their perception is their reality.  Let them tell their ENTIRE story without interruption.   Typically an angry person will “talk themselves out” within a short amount of time.  If you interrupt, it is like fuel to a fire.  It maybe very hard, but don’t say anything until he/she is done talking.  Take notes if needed and listen to what is being said, OR not said.

If they are using abusive language:  Here’s what you do . . .

Talk slowly and lower your voice. Say, “I can handle your problem. I am not able to handle your abusive language.” 

3. Ask for Clarification if You Don’t Understand

Better to ask what might seem like a dumb question than to start off on the wrong path to solve the problem.  If you begin by answering a question that was not asked, the anger will escalate. 

4. Validate Your Customer

Empathize and sympathize as much as possible.  Tell the customer you are sorry they are so frustrated. THIS IS NOT THE SAME as admitting fault or accepting blame. 

It reinforces that you want to help and interested in their situation, not the company’s bottom line.

This is where the rapport building starts!

5. Repeat Back What You Heard Him/Her Say

Paraphrase back what you heard.  Two reasons . . . 1) it shows that you were listening intently and 2) it gives you an opportunity to clear up any details you may have missed before you respond.  Remember to talk slowly and lower your voice.  Seriously, this technique works well.

6. You Don’t Have to Have All the Answers

It’s OK to say “I don’t know.”  One of the worst things you can do is not respond truthfully. Be honest and tell the customer you will find out and call him/her back.  THEN DO IT!

If you don’t have a resolution at the agreed upon “return call” time, still make the call.  If for some reason you can’t, get someone else to make the call for you.  State that you have not forgotten about them and that you are still researching.  

The resolution may still be pending, but you just made great headway. The customer feels appreciated that you kept your promise to call back at the time you said you would, even if you didn’t have any answers.  Great anger reducer and trust builder!

Note: Not getting back to the customer at the time you committed will feed additional anger.  Don’t put yourself in that position, it’s completely avoidable.

7. Share What You Have in Common

Do you have something in common? Tell him/her a short story that is similar to what happened to you.  This builds camaraderie between you and him/her. 

8. Tell Your Customer What You Can Do for Him/Her

If you correct the problem exactly the way your customer requests, HALLELEUJAH!  

If not, have another solution ready that FITS the problem. Don’t offer a fishing pole for a defective lawn mower.  Perhaps a discount or a replacement that is better than what they originally purchased? Exceed their expectations on this one.

9. You May Have Limitations on What You Can Do

If it’s simply not possible to do what the customer wants or it’s too costly, explain that honestly, but come up with a mutual resolution.  Avoid bantering back and forth.

10. Thank Your Customer!

If their issue is something that is going to better meet the needs of your customers, you certainly want to know that.  

Thank your customer for bringing the situation to your attention which in turn will now provide better service/product to your other customers. They will appreciate that their problem and your solution is the catalyst for a positive change in your company. You can also be pro-active about thanking your customers by sending a greeting card customized for your business.

Bottom Line . . .

Take special care of your angry customers, they are like gold. 

You have just been given a second chance

because they cared enough to bring the problem to your attention.

When a problem is fixed properly and stays fixed,

customer loyalty actually increases!

 

 

May 1

10 Surefire Ways to Keep Your Customers

Posted by Sandie Marinoble | No Comments

We have been noticing and experiencing a tremendous spin on the customer service skills of employees. We mean that in a good way! They seem to be more attentive and engaged lately.

  • Recently at a local restaurant, we observed an employee whose soul purpose was to open the front door for every customer coming and going.  We actually watched the front door for quite awhile and that employee never left her post.
  • Another example was at a theater we recently attended. There was an employee “on post” that actually acknowledged all the patrons one-on-one as we left, and thanked us for coming to the movies.  That’s a first.
  • What about fast food? Employees are getting friendlier, look happy and seem to genuinely enjoy the interaction they have with their customers! (Well, most of them.)

It is so refreshing that companies are finally getting on board by understanding the necessity of creating “the customer experience” by training and hiring the right people for customer service positions. Why the change? Competition maybe? Whatever it is . . . we are loving it!

However there is a flip side. Companies really need to embrace the fact that up to 70% of their employees may no longer be committed to the company or to providing quality customer care.  They are just going through the motions.  Identify these employees and address it.  Unhappy employees have a direct reflection on the bottom line, so it’s critical that your “front line” employees are committed to providing excellent customer care. The “I don’t care” or “it’s not my job” attitude can hurt a business in a huge way. When you want to stay in touch with the customers that mean the most to your business, we suggest setting up a greeting card program where you can thank your customers with no strings attached.

Learn The 10 Surefire Ways to Keep Your Customers

Feb 1

Customer Loyalty… Don’t let it go or it will be GONE!

Posted by Sandie Marinoble | No Comments

customer loyaltyMany businesses don’t take the time to get to know their customers.  Companies run them through like a bunch of cattle and then wonder why they don’t come back.

As a business owner it is your responsibility to build customer loyalty – through programs and incentives that are genuine.

Yes, customers want fast service but they also want your attention and want you to take time with them.  A major complaint is that no one really seems to care anymore, and when you provide superior customer service and follow-up with customer concerns, you can start to build customer loyalty. MORE