Value your repeat customers
Posted on September 13, 2008 | 3 Comments
It looks like I rant more than I rave on this blog about customer service. Indeed good customer service is sometimes a little elusive, and encountering a case of great customer service puts a smile on my face.
Like this morning, when I stepped into my regular deli section at the grocery store to pick up some ham. I’d bought some yesterday but because it tastes so good, I just had to go back there again today.
Unfortunately though the ham is no longer on promotion so I’d have to pay a higher price today. The staff was trying to explain to me that they have a different item on promo each day.
The manager must’ve heard us talking. He walked up and explained. I told him I’m a regular and that I really love the ham I bought yesterday. I mean, I was going to buy some today anyways whatever the price.
After I went through checkout with my ham, the manager came up to me again and said he’d asked the clerk to give me yesterday’s price since I’m a regular customer. How cool is that!!
Now that’s what I call great customer service. Repeat customers should be your most valued customers simply by virtue of the fact that they already like your product or service enough to come back again.. and again.
They are the people most likely to recommend your business to someone else, hence more customers and sales for you. These are the customers you want to keep.
You don’t want people making excuses that they can’t find their car keys or are still waiting for their english saddles to be shipped in, so they can’t come to your store. If people are not coming back, maybe it’s time to up your customer service one notch.
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3 Responses to “Value your repeat customers”
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It’s one of life’s great freebies. The phone rings and it’s a former customer. A small job? No problem. Last week I earned an extra $500 from a phone call for a job that I did not have to spend great efforts to land. OK, that’s not entirely true. I had to do a great job on previous work and I occasionally sent notes with ideas that might be useful. But I did not have to pitch. And there will likely be more work ahead.
That’s pretty cool, I know good ham can be really addicting. It has a great taste to it and you can make nice quick sandwiches with it. I love good customer service, it gives you a warm feeling and it shows that the company cares about you. Also, feels as if you’re money did not go to waste. I’m all for it!
There is little doubt that repeat business can be a high proportion of total revenue, especially in small or midsized towns. I at least go to the same 5-7 restaurants I’ve been going to for years.