Tuesday, March 17, 2015

Why Do We Build Relationships?

Besides all the personal benefits of building relationships with our customers and team members, there are cold, hard facts to prove that it's good business!

Exceeding expectations—"WOWing" the customer—is the name of the game.

Research shows that 70 percent of buying experiences are based on how the customer feels they are being treated.

Customers feel instant gratification when they are rewarded after doing business with you.

Write a Note - Go old school and handwrite a note to thank your customers. It’s surprising how rarely this proven way of showing gratitude is actually used. Can you remember the last time you received a handwritten thank you card?

Your note should be specific and personal. Write fewer notes if you need to, but maximize the impact. The extra time is worth it! You’ll make your customer’s day—everyone loves receiving real mail!
  • Use nice stationary or note cards.
  • Use a fun pen, glitter or colored ink is great!
  • Include something nice - a magnet, bookmark, sticker for their kids, an accent nail that will work well with their purchase, or a pedi-pack
  • Make the outside of the envelope FUN
Visit RealisticMama for more ideas
  1. Greet the customer (an opening like Hello beautiful, To my rockstar hostess Rachel, etc. helps set a great tone right off the bat!)
  2. Express your gratitude, clearly stating the reason for sending the note.  We're girls - feel free to include underlines and puffy hearts <3 li="">
  3. Mention details about what you enjoyed about your experience with this customer (prime opportunity to be specific and thoughtful, remind them of something funny that happened, connect with their EMOTIONS through being transparent with yours)
  4. Mention the past, but allude to your future interactions with the customer (Can't wait to see you at Susan's party, looking forward to hooking you up with Jamberry for your sister's wedding, etc.)
  5. Repeat your thanks
  6. Close with regards and a signature (examples: Best, Yours Truly, Kindest Regards, Warm Regards, Cheers... I personally like "HUGS")

Or... “Thank you for shopping with me. I love the way you ______ .” (Share great stories/help others/ etc.)

Wow One Customer

A staggering 65% of new business comes from direct referrals.

Spring for it, throw rational thought out the window and WOW one customer. Stories of amazing customer service overtures fill the air—it’s time to let your company be the story of the day.
Give a customer service experience so delightfully over-the-top that one lucky customer will have a great story to tell. If you’re creative enough, that customer’s family, friends, and social media acquaintances will be retelling the story for days and weeks to come.

It's easy to remember that your mom likes blue, your sister loves floral prints and your BFF will wear anything as long as it sparkles.  But what about Susan, the one who was at Jane's party - that was a guest of Jane's MIL?  What about her?  How will you WOW Susan?  This is where Steven Covey's habit of Beginning with the end in mind comes in!  If you know that in the END you want to have Susan as a customer for life, a hostess, maybe even a team member and new friend... then you have to begin collecting the important information!  

This is called Customer Relationship Management, or CRM.  It can be as simple as your survey slips with notes on the back, or as elaborate as a paid database.  The most important part is that you DO IT.  Start now.  Don't try to recreate history, just make a decision that you will start right now, with the people that you have talked to this week.  Get all their info in one place.  Make some notes - what did they like at the party?  What FB pic did they comment on?  What sports are their kids involved in?  Are they planning an awesome vacation?

Customer Relationship Management can be as simple as notes on the survey slip
Customer Relationship Management can be as simple as notes on the survey slip (shown here in purple ink)
And then... You MUST record your follow up with them!  I know - you think you will remember... but you won't!  Especially if you are working your business well and doing 8 parties a month, that's 80-100 people you are meeting every month.  You won't remember.  Write. It. Down.

Jamberry has partnered with The Client Angel for a discounted monthly service to do much of this online (sign up in your workstation for the discounted rate)  I use that, and I've recently added Contactually.  (Full disclosure - if you sign up with this link, I will get $10 credit in my account :)  http://www.contactually.com/i/gfmivkxc)  Contactually allows me to see a good overview of the status of different groups of people and my relationships with them. It also allows me to easily congratulate them on new jobs, and life events that they post on FB, Linked in, etc.

Another way of staying in touch with your prospects on Facebook is to use lists.  See this article for more information.

Start a Loyalty Program
Invite your most loyal customers into a VIP rewards program. Customers love the red carpet treatment, which is why Amazon’s Prime membership or the Zappos VIP program is so popular. Your rewards program doesn’t have to be complex; it can be as simple as offering customers an annual discount on their anniversary.

Send Cards on Unique Holidays
Lessen the chance your card gets overlooked in a mass of other cards by sending it to a customer on a unique holiday. You can call out Groundhog Day or even the customer’s half-birthday. Another idea: keep the card professional and fun by celebrating Customer Service Week or a customer’s anniversary card with your company.

Honor an Achievement
Make your customer feel like they’re part of a big family. Recognize special events in their lives by sending a small gift, such as flowers or a plant. The event could be a major birthday, a promotion or even a new addition to the family. The thoughtful timing of your gift communicates volumes and is a gesture that won’t soon be forgotten.

Get Face to Face
Have a customer appreciation event like a picnic, a wine tasting or a barbecue. Sponsor activities that encourage interaction and, most importantly, fun!

It's YOUR business.  Do yourself proud :)

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