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Building Customer Loyalty with Thanks

Why wait until Christmas to thank your customers?

Have a look around your work premises. How many Christmas cards/messages did you get this year? Without looking inside them, how many can you recall the sender? Now how many did you send out?

Yes I know. I sound like Scrooge McDuck again (long time readers know I sulk at Christmas). I am not suggesting that sending messages of thanks to customers at Christmas is wrong – quite the contrary. But what I am saying is, why limit those ‘thanks’ to a time of year when you are competing with everyone else’s ‘affections’?

We all agree (don’t we) that our customers are the only reason we come to work – right? Naturally without them, the job we do would soon become obsolete. So given how much we need them and how hard we work to get them – how frequently do you let them know things like;  “We appreciate that you choose to trust us with…. Thank you!”

Depending on your industry, method of transaction and frequency of purchase etc, one or more of these random customer acknowledgments might work.

  • Send a hand written note and a small gift a week after they’ve made a purchase (gourmet tea & coffee, scratch & win, chocolate & lollies etc)
  • On customers birthdays (not hard to find out) send a gift – even (especially) if they haven’t purchased for a while
  • Discover key customer interests and send tickets/vouchers for something they love
  • Send a written (note typed) thank you card and have staff sign it
  • Out of the blue, personally deliver wine, flowers etc – and just say ‘thank you’
  • Send bulk thank you cards out at no particular calendar event
  • Every day for a month, drop into a different customer with coffees and muffins at 10am

When you are sending notes, make them personal & specific. There’s little impact made from mass produced messages

Sure; some of these efforts will take up some time and cost you a few bucks, – but is it really a cost, or just a wise and thoughtful customer loyalty investment?

Please come back in 2011 – safe, refreshed and ready for a great year.

Yours in prosperity and fun

Jeff Austin
Bunbury Business Coach
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Jeff Austin - Business Coach Bunbury

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