Appreciating Customers
Delight your customers with low-tech, time-tested gestures. Even at a time when technology is a driving force in every business, nothing is as important, nor garners more rewards, that the one-on-one, old fashion human touch. Having worked in a specialty retail shop for over 5 years, these are a few things I’ve done to show customers I appreciate their business:
1) Always thank them for shopping with you, even if they just stop by to “window shop”. This is something that is so simple, but not always practiced. Like myself, I bet you hate it when stores act like they’re doing you a favor by taking your money. Let customers know you appreciate their business, and be sure to say something like, “I’ll see you again,” or “You’ll enjoy,” rather than “Come Back Again.” This little semantic difference has powers of suggestion that nearly guarantees they will return.
2) Offer a token thank-you gift. This could be as simple as a few stickers for a parent’s well-behaved child, or having a bowl of hard candy out for the taking. For more significant purchases, I’ve given small velour pouches filled with chocolate from a nearby boutique, or a certificate for a day of pampering at the local spa. Even a coupon for ‘x’ amount off their next purchase, would leave a lasting impression, and help to ensure repeat business.
3) Send a thank-you card. A sale often lasts an hour or more, during this time I make a few mental notes about the conversation, and jot these down in a notepad right after the customer leaves. Afterwards, I’ll pick a subject we chatted about, and send a handwritten, customized thank-you note to that person.
I realize some small retailers might not have customer addresses on file, or as long a sales experience. If that’s the case, you can still leave a generic, hand written thank-you note tucked into their gift bag, or box.
Are you delighting customers after the sale? If yes, I’d really like to hear what you’re doing so be sure to leave a comment.
Photo credit Austrini
the great advantage that small retailers have over their corporate competition is their ability to build meaningful and durable relationships with their customers 9not to mention their employees)! Thanks for highlighting this Jesse.
Ted you’re right on that point. The retail store I mention in this article is a ski shop, and I do know a lot of the customers by name, many of whom I also get to ski with out on the mountain. I think it’s that kind of real connection that people crave which you won’t find at a big box store.
Thanks for commenting!
You’re so right. Low-tech, time-tested gestures to personally thank customers are very effective, very cost-effective. One gesture I’ve used is sending a bouquet of flowers to new customers and to existing customers who’ve sent us a referral. It’s very personal, very meaningful (flattering) and very rare. And it’s a great word-of-mouth trigger for your company on their desk.
My website URL is http://zanesafrit.typepad.com. The website field here for comments kept replying it was invalid.
Hello Zane,
Sending flowers is an excellent idea which I am sure your customers love. Thanks for letting us know about the issues you had with the comment system we will work to get that resolved.
Thanks,
Josh
Great Blog!!! This must be a great news. Thanks for continuing to meaningful out informative post after post. You guys are awesome!!!
Daniel Roberts