We all like to think that we are, at least in some way, special. After all, as we were growing up, Mom must have told us thousands of times how special we were, right? If you make your customers feel special, they will feel good about doing business with you.
You may be surprised at how easy it is to do this. Here are a few simple things you can do to show your customers how special they are.
Compliment them. Everyone likes to hear compliments, when they are true and sincerely delivered. Say something nice.
Comp them. Give them something free. This has the most impact when it is unexpected. Put a little something extra in with their next purchase, “just because we appreciate your business.”
Thank them. Saying thank you at the time of purchase is nice, but follow up with a handwritten note thanking them for being your customer.
Remember them. When you remember something about a customer, they will be impressed. That might mean remembering the name of their spouse or child and asking about them, or asking how their trip to Italy went, or about how their last purchase is working out for them, etc. Sending a birthday card or other communication to show you are thinking of them can also make a positive impression. (Can’t remember all of this stuff about all of your customers? Write it down. Keep customer records to refresh your memory.)
Go out of your way for them. When there is a problem, take care of it. Show the customer that their business matters to you.
Make them feel like part of an exclusive club. Invite them to special events, give them a preview of your new products or early access to your big sale, give them inside information that they can use, or otherwise make them feel that they are getting something that most people do not.
Give them personal attention. Upscale stores offer personal shoppers and other hands-on help. How can you provide the assistance and attention that will make your customers feel valued?
It is not necessary to do all of these things to make your customers feel valued. You might choose ways of recognizing different groups of customers, so that you are not doing exactly the same things for every customer. Recognize the differences between your customers and respond in ways that will make each customer feel that they are special to you.
