If you talk to most customers, they’re not really that happy with how they’re treated by most businesses that they have to do business with. It seems as if good customer service is a dying art sometimes. But, as a business owner, don’t think for one moment that good customer service doesn’t matter. Good customer care pays for itself. Customers talk and recommend a great customer experience. Have you ever found yourself saying – I had such a wonderful experience at… It doesn’t matter what they bought, it mattered how they were treated.
Here are ten ways to show your customers that you care
1. Loyalty Discounts – You often see new customer discounts, but what about giving your long-term customers a loyalty discount? If just once a year you offer a few items at a deep discount to customers who have been with you at least six months, it will go far in making them feel as if you care about them. It is very frustrating to see new customers getting lots of “freebies” just for being a customer. Reward those who have shown loyalty through 6 purchases or a punch card for a certain dollar amount. Once they reach that, they get an additional discount.
2. Thank You Notes – Writing thank you notes seems to have gone out of vogue, but you’d be shocked at how much a nice handwritten note will mean to your customers. You will stand out to them and next time they need your products or services, they’ll think of that note. Get some printed at Vistaprint with a nice message about being thankful that they chose your store, have your employee sign it and put it in the bag. You could even add links to your social profile to ask them to share and be social with you.
3. Remembering Special Days – If you’ve collected information on your customers such as birthdays, anniversaries or other special days, drop them a card in the mail. It’s also a good time to give them a birthday discount. You could do this with an email list as well, when they sign up you can have them give you their birthday (month/year) in your email provider program (we use Aweber) and have it schedule to email out a birthday greeting with a discount or free gift with the email.
4. Referral Rewards – Your happy customers will likely tell others about you anyway, but why not encourage the process by offering referral rewards. You can offer a percent off future services or a free gift; it’s up to you. All will be appreciated. It’s super simple to ask for them to post about their purchases on Facebook or Instagram and share with friends. You can give them a discount just for sharing initially, so that you can build up your social following.
5. Prompt Service – Another way to make your customers feel cared for is to offer very prompt service. Treat their time in your shop as if it’s your sole priority and focus on their needs. They will notice how you treat them. And tell others.
6. Going the Extra Mile – You’ve heard the saying to “under promise and over deliver” before, but it cannot be said enough. If you can go the extra mile for your loyal customers, they will notice. Even if it’s just something really small, they’ll notice and feel cared for. Something like having a chair by the fitting room for people to sit in and wait for others to try items on, playing soft music in the background, and greeting people by name when you know they are a repeat customer all go a long way to make people feel welcome and wanted.
7. Personal Service – Don’t treat your customers like an account number. Call them by name, and personalize all correspondence to them. By simply calling clients by their name, and making each service you provide feel special, your customers will definitely feel cared about. Who doesn’t love to hear their name? And if you can remember what they like after a few visits, all the more endearing your shop becomes. People love to feel like they are going to “a place where everybody knows your name, and they’re always glad you came”.
8. Ask for Feedback – People love giving their opinions about things. But, often they will not do it if they’re not asked. At least quarterly, send your customers a survey to ask them how you’re doing and how you can do better. Then, if possible, implement something suggested. You might just have a place in the shop where they can tell you something they would love to see you carry, or ask about what they would like more of. Paying attention to what they want, aside from making you helpful, makes you more money because you can give them what they want!
9. Pay Attention to Detail – Very small details often go unnoticed by workers, but not by clients. If you pay attention to the small things, they’ll notice – even if the small thing you paid attention to has nothing to do with the work. Perhaps you noticed their daughter got married or their son graduated from college. Tell them congratulations and let them know they matter to you!
10. Be a Resource – Sometimes we can’t be all to our clients. They need something we cannot deliver. Therefore instead of just saying no, say yes by recommending someone who can give your client what they need. When you become a resource to your clients, they’ll become loyal to you because they know you care about more than the almighty dollar. And many times the person or service you recommended will do you a favor and recommend you to someone else when they can’t fill a need. It takes time but you providing good information (even if it’s to a competitor) about what your clients need makes them love you more, not less.
People have so many other options available to them today that they really don’t have to patronize your business. Remember that customers can and will go elsewhere if they are not happy. It costs a lot more money to find a new customer than to keep one. Therefore, you should go out of your way to keep good customers happy by showing them that you care.
Consider getting our book on Customer Service that is available through our store for a low price to get your efforts on the right track!