Did you know that 68% of your customers leave you because of perceived indifference? They believe that you don't care about them, what they want or what they need. They believe that the only reasons you communicate with them is because you want their money.
So, let me ask you this - what's going on with Customer Service that people are leaving you?
How many times do you send out a THANK YOU card, an email or a note when someone buys from you? How well do you know your customers?
An example of a guilty party - Hairdresser/Salon. Why?
Well, how many time when you walk into a new salon - they'll ask you for your contact details - so they can keep notes as to what they did with you hair, cut, color,etc. How many of your personal hairdressers have even called you or emailed you or better yet, wish you a Happy Birthday while you're sitting in the chair getting your hair done on you birthday!
As a Customer, how would you feel?
So, as a Business Owner, make sure you have systems in place not only to collect data but also utilize that data. Remember the saying- People don't care how much you know, they want to know that you care! Apply it!
YOUR QUICK TWO-STEP
1. Send out a birthday card/email/note on their birthday. Make a note on your Calendar, especially if they are your A-listers customer!
2. Make sure you remember to THANK them for their business. with a call, with flowers, with emails or any other form of communication!
Measure the proportion of ongoing rapport you build versus the number of times they'll come and buy form you again and again! Let's start SIMPLE!
PS: Let me know how that goes!
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