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Valentine’s Day: Do Your Customers Still Love You?

Valentine’s Day: Do Your Customers Still Love You?
14 February 2015 John Moore

Attracting and winning new customers has many parallels with good old fashioned ‘courting and romancing’. You have to meet someone, get noticed and then make a commitment to them. But after you have ‘tied the knot’ how do makes sure the ‘magic’ remains.

After the Passion Subsides

Is it enough to send the occasional box of chocolates at Christmas or some flowers and a Valentine’s Day card to show that you still care? Is just doing what your customer pays you to do enough to keep them committed to their relationship with you? Or do you need to do more, after all there are probably dozens of your competitors who will be ‘wooing and romancing’ them.

Top Tips for Delighting Customers

When was the last time you can remember going above and beyond what they expect from you? When did you last ‘delight’ your customers?  If like most companies you are are finding it hard to recall, then guess what – IT IS OVER DUE and YOU NEED TO DO SOMETHING NOW.

Top Tip 1: Show that you are listening to them

Look and listen out for feedback and clues about what your customer is thinking and feeling, what their needs are and let them know you heard them by acknowledging the feedback and taking action.

Top Tip 2: Always be accessible

Think about how accessible you are to customers. Some like to keep in touch by telephone, others by e-mail. But how else can you be accessible – by Twitter, Facebook, Pinterest, newsletter, meetings? Make sure your customers have multiple ways to get a hold of you in a way that they want, when they want and how they want.

Top Tip 3: Pay attention to them and always get back to them promptly

There is no excuse today for not getting back to people promptly. Smart phones, Skype, SMS texting even just to say, “I am tied up right now, but I will call you at 2.00 pm”. It lets them know that you care! And if you get back to them by 1.00 pm you are on your way to delighting your customers.

Top Tip 4: Be a partner and not just a supplier

Take an interest in their business, their challenges and go out of your way to help them to improve their business. If you know a great recruitment consultant and you know they are struggling to fill a vacancy, why not match them up together.

Top Tip 5: Make them feel special

The mention of a success of one of your customers not only shows you are interested in their business, but it gives you an opportunity to pay them a compliment. Let them know that you appreciate their business and that you are always interested in finding new ways to help them to make their business more successful. A solitary Valentine’s Day card will just not do it!

Enjoy Valentine’s Day, but why not look for ways of making sure Valentine’s Day happens more than just once a year?

John Moore has over 20 years experience of training and developing Managers, Coaches, Consultants and businesses. As Managing Director of Exponential Training, John researches, speaks, blogs and writes about how to improve performance. He also designs and delivers engaging, fun and interactive learning programmes. John is a Fellow Chartered Manager and has worked with managers and organisations in over 20 different countries.


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