I ordered some tea online this weekend. (I am a party animal, I know!) But, the tea isn’t the important part of this story. No. I was inspired to write this article based on the feeling I had about this company after making my purchase. It’s all about client care.
After I completed the checkout process, instead of just any ordinary order confirmation message, I got a little note that said: Terry thank you for your order! You’re our favorite, but shhhh … don’t tell the others!
Then I got my order confirmation email and when my order shipped, I got another email with a tracking link. Each time thanking me for my order.
This same company sends me a coupon on my birthday, and they have a frequent buyer program, too. So every time I buy tea (online or in the brick and mortar store) I get points to redeem for free tea. There is an excellent return policy, and you get free samples both when you visit the store, and when you order online. An all around 5 star company to deal with.
But that little “you’re our favorite, don’t tell the others” line made me smile. And it made me wonder what I can be doing in my own company to help give clients the same sort of feeling that they are important to my business.
So, let’s talk this through together and see if we can help each other enhance our clients’ experiences, because I don’t think we can ever do too much to make our clients feel appreciated. Whether you’re talking about a $7.50 package of tea or a high-priced speaking engagement, your clients should always feel appreciated.
So here are some ideas…
Email. Put that autoresponder program to good use by making sure you’ve included a follow-up message expressing your gratitude for their purchase, as well as a note scheduled to go out on the anniversary of your first transaction or the day they signed on as a client. You can also send an occasional email to remind them how much you appreciate their business.
Follow up. Follow up with your clients, past and present. If they haven’t worked with you in awhile, touch base to see how things are. Send a little note a couple of weeks after they’ve signed on as a client or ordered one of your products to see how things are going. You know what? Why not also send a little note after a client parts ways with you to tell them you hope they are doing well and you appreciated their business. Ask if there was anything you could have done to make their experience better. Imagine the impact that could have!If you haven't worked with a client in a while, follow up to see how they are doing.Click To Tweet
Send a Card via Snail Mail. Be honest. You love getting cards in the mail, don’t you! Well I’ll bet your clients do too, so why not send them a card or a handwritten note on their birthday or anniversary. Or heck, send them a card just to let them know you’re thinking about them.
Frequent buyer. Have you ever chosen a coffee shop based on their stamp cards? Frequent buyer programs work! While a stamp card might not be the best solution for your specific line of work, think about ways you can incorporate a frequent buyer program into your business. Be creative!
Create a plan. If you haven’t already, create a client care plan so every client you interact with gets the same great treatment. It’s easy to forget to do those little things that can go such a very long way when you become busy. Make client care a core component of your marketing plan, and put a system in place to make it easy!
Now, what ideas do you have to share that will help enhance your client care?