Customer Service Done Superbly
Amazing customer service can make your customer feel like a priority. By exceeding their expectations you will not only secure a loyal customer but also their recommendation. Word-of-mouth can be a powerful tool for your business and could result in multiple new customers at a minimal cost. So what are you doing within your business to please your customers and secure their recommendation?
Here are 4 cost-effective things you could do today:
Send a hand-written thank you note
Sitting down and spending time on writing a short thank you note that is personalised is one of the easiest ways to impress a customer. This act could be the difference between repeat business and losing a customer and in reality, should take less than 5 minutes to do for a great return! The customer will appreciate that you have put time and effort into thanking them for choosing your business to service their needs personally rather than sending an impersonalised blanket email.
Send a short, personalised email to ask if there is anything you can do
For those who are more cost conscious, a personalised email can do the trick however needs to be done at a random point in time. This email shouldn’t be sent as a ‘thank you’ but more of a check-in to see if there is anything you can do for them. This should be at an unexpected time and avoid selling products or services within it- as hard as that may be! Instead ask them for some feedback from the last time you were there and sign off with a comment referring to conversation you had with the customer at the time of the job- did they mention a family member or have any pets you can ask about? This check-in with a personalised comment reminds them of your business in a pleasant way and can often lead to them recommending you to friends or family!
Capture their birthdate and send a small birthday gift.
Capturing your customers birthday when they request a job or sign up for membership can be one of the greatest assets you could get. Not only can you use this in the segmentation of your target market- another ballpark entirely, but you could also send them small gifts for their birthday. Whether this be a small pack including some company merchandise and some vouchers or an inexpensive birthday letter with a magnet the customer will not expect this and be wowed when they get it! It is the little things such as this that are not expected that will impress them and keep your business refreshed in their mind!
If you have cash to splash and wanted to go a step further for loyal customers send a more personalised gift based on past conversations where they mentioned their interests, maybe a hat or shirt from their favourite sporting team? This route whilst costly would be a sure way to WOW them and secure a recommendation from them.
Offer up vouchers or a free service at random
Pick a time of the year where expenses for customers are high, perhaps Christmas? Around this time a good way to boost sales whilst also connecting with customers is to provide vouchers ($50 off your next job) or a free service (for Plumbers this could be a free tap service).
Providing offers such as this in periods where work may be slow due to holidays may be what convinces them to finally get the work done on their house they’ve been putting off. This doesn’t need to be offered to every customer- segment your customers based on buying behaviour or demographics and send to one or two segments. Start small and reap the benefits of not only increased profits but also the customer sharing their experiences with friends!