Get on the Phone!
A few nights ago, I was attending a Social Media course. The idea was to improve my competence and awareness in order to better support our customers.
During the session, the course leader showed a slide she’d created. On it, was the caption “Are you showing your customers enough love?”
This got me thinking about a concept I often share with our customers. It’s all too easy in the hectic day-to-day life in business to forget about the little things that make a difference. Take, for example, the occasional phone call from a member of the management to your top customers. When I ask this question, it is rare that I am met with a response “Yes. We do this as standard.” More often than not, it isn’t on the agenda and yet, that simple gesture from a senior member of the team can do wonders.
It’s a great way of demonstrating a commitment to your customer satisfaction. But, it’s also a great opportunity to put your company at the forefront of their mind. And to explore if there is further potential business on the horizon.
We all know the statistics relating to the cost of winning a new customer vs keeping an existing one. If you don’t have a team of salespeople working for you, it’s important that you take steps to keep in contact. And not only when there is a problem! You’ll be pleasantly surprised at the payback on this simple, respectful gesture!