Details are the finishing touch that bring back your customers for future business. A colleague of mine manages nearly forty commission sales people. The “best of the best” make huge income and are revered in the top 100 of a large, multinational company. What is their secret?
Make the customer feel special – like they are the absolute best client of all
1) Remember details about the customer’s personal and business situation
– How is your husband John doing these days? I noticed his company had a new product out last week, and I bought some to try it out.
– Would your kids enjoy this online link to a contest we are promoting at our company? I remember that they love skateboarding, and this link might interest them!
– How did the soccer finals go last weekend? Is your son’s team in the playoffs?
– Send a condolence card if a customer’s relative is ill or passes away
2) Send small thank you’s after closing a deal, or to update the customer during the deal
– Mail a thank you card, with a personal note and small gift enclosed (eg $10 Starbucks card)
– Send flowers to host(ess) of events or when customer’s business reaches a milestone
– Email your customer with an update (and possibly an invitation for coffee) if the sales / close process is dragging on for reasons beyond your control
3) Appreciate your customer’s business by inviting them to events (business or promotional)
– Create annual or semi-annual appreciation events that combine learning and socializing for your customers
– For top customers, invite them to join you personally at events in their area of interest (sports, arts, community)
4) Make introductions – pass on your own valuable contacts to a customer if there is a win/win proposition
- Ask your customer if they would appreciate introductions to your contacts
- Ask your personal contact if they would appreciate introductions to your customers
- Where contacts and customers would both benefit from shared communication, make an email or personal coffee/lunch introduction
These tips provide strategies to always think “customer first”.
Live and breathe a mindset of “How can I continually make my relationship with my customer stronger?” This will grow your network of contacts and ultimately create long term business income, even in downturns.