From the Editor – August 2007 eBiz Insider Magazine. Download the complete issue as a PDF by clicking here.
Please don’t say “we provide good customer service.” Is there a company striving for poor service? I want to know what you REALLY do for your customers and it’s a question you should be asking yourself. If you believe the ’80/20 Rule’ that 80% of your business comes from 20% of your customers or clients, you have a huge stake in making that 20% feel special.
There are simple ways to gain your customers’ respect and ultimately, more of their business. Some examples:
Special Customer Special Offers: You know who I mean, the ones you wish you had by the thousands! They are the best-of-the-best; treat them accordingly. Don’t give them the standard offers; give them something extra. If you want to keep your very best people, make them feel special.
- Premier Service: Airlines do it regularly. My platinum card with US Airways includes a special toll-free number to a dedicated team of CSR’s specially trained to deal with frequent flyers like myself. Just like the best reps are chosen to man that line, give your best customers a dedicated rep who has more time to spend with them during the ordering process.
- Premiums: I love the creativity of promotional merchandise. Give your best customers something nice like a laptop bag, beach bag, padfolio, etc. with your logo on it. Forget the stress balls and thirty-cent promo items and spend a couple of bucks to get a quality item. When your good customers order, include one with a personal note, thanking them for their business.
Go Overboard
Last month my company hosted 50 clients, their families and key members of our staff on a 4-day cruise to the Bahamas. We learned a little and laughed a lot, but above all we had the chance to show our clients that we care about their businesses and want to help them be successful. In our case, we thought outside the box and ended up on a boat. Remember, a good customer is hard to find and even harder to keep. Let me ask again, what do you do for your customers?
