Part 2: Personal Follow-UpOctober 16, 2013
In our last blog post, we covered why follow-up contact with your customers is an important form of engagement. We also went over some ways you can follow-up with large numbers of customers at once. For this post, we’ll go over some ways you can follow-up with individual customers who hold large accounts with your business. [more]
Remember, messages that actually have a “human touch” to them will go a long way toward making your business memorable and encouraging repeat business. Try to use these ideas with your customers:
Phone Calls – Call your accounts periodically to maintain the relationship. Ask them how things are going, thank them for their orders, get to know their needs and see what else you can be doing to improve quality, service, and their resulting revenue.
Surveys – Assure your customers that they have a personal stake in your business by asking for feedback. Don’t forget, you can incentivize surveys by combining them with giveaways. These can work through the mail, over the phone, or in an email.
Craft a Handwritten Note or Card – Sending a handwritten note can leave a big impression on your customers while communicating how deeply you value them. You can further humanize the letter by including a special discount or a photo of your team members (which works great during the holiday season).
For any custom or personalized communication methods, don’t forget to keep your customers in the loop – your customers want to be heard and see follow through. Update them to status on implementing any suggestions they have – via email or other communication, where relevant. If at all possible, keep your messages consistent. Be sure to leverage both electronic and more personalized means of contacting your clients to ensure you service them in “surround sound.” By touching base with them, you’ll not just stay on top of their minds, you’ll also learn how their needs are changing and what your company can do to help.