(Photo credit: freakgirl)
Along with the sale itself, everything you do before, during and after a transaction is customer service. Your service that, over time, can be as important as your pricing. And I don’t mean “Would you like that gift wrapped?” or your smiling face or “May I get you a taxi?”
Just as a simple “Thank you” has lost its meaning and morphed into “Thank you so much,” customer service has upped its game also. But there are still many simple, basic ways to remind your customers that you are thinking of them even when they have stepped away from the cash register. At the very least:
- Happy Birthday. Be sure to send a card (really, a card!) on any important date in your customer’s life: birthday, anniversary, new job, new/different anything.
Thank You. A follow-up to their purchase, thanking them for buying whatever it was that they purchased is a nice touch. And though some would disagree, I suggest that you don’t cheapen the sentiment by inclluding a discount on their next purchase. It is transparent and self-serving; use a separate mailing to offer a mark down or special offer.
Thought of you. Forward any relevant article you come across that you think might be interesting or informative. A germane joke, or a survey result. Don’t assume they have already seen it. And even if they have, your thoughtfulness will still be appreciated.
These basics are the least you should do. And yes, I realize that many think these are also golden times to offer a buying incentive. But think long and hard before you do. While it may make sense to offer a congratulatory Birthday special, I am not completely convinced. (Though I am certain Big Data can prove it one way or another.) Do whatever you are comfortable with, as much or as little, as long as you do something.