It’s the little things that count in business

I am sure you have heard the saying “the Customer is King”.  After all without customers there would be no business and you have after all worked really hard to get them in the first place.

 

 

Having acquired a customer it is really important to ensure that you look after them as they will ultimately look after you.  In order to retain them you need to focus on those all-important Customer Non-Essentials, as well as the taken as read, providing excellent product/service and value for money.  CNEs go beyond simply delivering great customer service and sorting any issues that may arise promptly.  I am talking about those hidden extras that really do help you to stand out from the crowd.

 

As customers we all want to feel special and that the company we are choosing to spend our money with values us as a client.  Customer Non-Essentials can be anything that adds value to the way people experience your business such as: –

  • Saying Thank You – simple as this may seem sending a thank you to a customer for their business makes them feel special and it’s more than likely that they will introduce you to other businesses or buy from you again.

 

  • Remembering birthdays and anniversaries – sending a card to a valued client on their birthday or anniversary helps them feel special and shows that you care.  It is a strategy that hairdressers and beauticians have utilized for decades.  In today’s GDPR landscape you do need to ensure that you have the relevant consents to continue to do this. This link has useful information.

 

  • Follow them on Social Media – If they are a business and have a social media account whether it is Linked In, Twitter, Facebook or Instagram you could like their page and then share or comment on their posts. It all helps them to gain exposure and in return you will probably find they will do the same for you.

 

  • Send a hand written note with each order – we all like the personal touch and it doesn’t get much more special than receiving a hand written note with your order.

 

  • Creating that Wow Factor Feeling – imagine that you are collecting a new car, how special would you feel if you arrived at the garage to find it parked on the forecourt wrapped in a large ribbon.

 

  • Sending a gift – you might like to send your best customers a gift a Christmas, this could be cinema tickets, a hamper or vouchers for example. Sending something that isn’t expected but acknowledges their custom over the year helps create that feel good factor.

 

  • Loyalty/VIP club – this could be advance viewing of a product or service over a glass of wine/ cup of coffee, or giving them some promotional material they can use.

 

Choosing what you do as your Customer Non-Essentials is of course up to you.  Your starting point is to think about what would get your customers talking and telling all their friends/business colleagues about you.

As always monitor the benefits, as all these gestures cost money and you are running a business that needs to make profit.

If this is an area that resonates with you and you would like to explore it further let me know and we can arrange a telephone call to see how I can help.  Click here to send me an email, or give me a call on 07952 112432.

Have a great week.

Kathy