Better Customer Relations
What a year!
We sincerely hope you have navigated well through the pandemic both personally and in business. Most of our clients seem to be faring well if not doing some very exciting transitioning and some, doing better now than ever.
In all this and always, one thing remains a basic tenet of business…engaging with your customers. The future of business and in no small part due to Covid, will be introducing many new platforms, spaces and adaptations to the work world. However, the way you treat your customers may be exactly what will differentiate you from your competitors.
Working on building and maintaining customer relationships is key and furthermore train your employees to do the same.
1] The best way to strengthen customer connection is to provide good service and understanding right from the start. First impressions are the best marketing. It will lead to stronger overall customer relationship. However never forget your past customers. They will always be the backbone of your company, either returning or referring.
2] Create a data base on your customers. Use Customer Relationship Management [CRM] applications that can enter and keep track of personal [allowable] information i.e. birthdays, number of children, and significant life cycle events that customers may have told you about. Ask ‘how is the family doing’, ‘what happened when they did this or that’, ‘how was that significant birthday’, etc. This is not trivial…it works. People like to be recognized. Consider sending a note on a birthday or anniversary. And a best practice is to keep data on their preferential product and alert them when that product is highlighted in a sale or on special.
3] Survey your customers to see what issues related to your business are most important to them. Refer to these on your website, email traffic, and social media and show that you acknowledge their interests by providing useful content. Create a funnel that gets directly to what your product can do for your clients and gives solutions to their issues.
4] After your customer relation is completed, continue to reach out. Let them know how much you appreciate their support of your business. Ask for referrals and testimonials. Ask whether you have met their expectations and how to service better. Ask how everything is going with your product or service. Suggest that their response will help you run your business better.
5] Make a point of having a proactive security for your customers. Make sure your customers basic data is secure and that they are aware their information is private and encrypted. Practice good cyber security. You would not want to be the cause of their breach of security.
6] An ongoing concern for your customers is health safety. Inform your clients that you are taking every precaution in view of the virus and their health is of utmost concern and let them know how this is being done.
7] Most important…get back to your clients as quickly as possible. If you are not available, send out an acknowledgement that your business has received their email and you will get back to them within x amount of hours. Stick to that time.
Having said all this, we would love to hear from you. Is there a topic you may find of interest related to your business? Or let us know how you have fared during the pandemic. Have you successfully transitioned in some way? We are very interested in others’ journeys through this year: contactus@a-s-e.ca.
Doreen Levitz ASE
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