Not too long ago, I wrote a blog about thanking your customer service or technical support agent, and why it was important. The same philosophy applies when dealing with customers and making sure they know that their loyalty to your company is valued. Here are some things we do in our office to make sure our customers know that we consider them not just a subscriber of our company, but a part of our family.
Send a Thank You Card – For a customer there's nothing better than something that makes the interaction with their customer service representative more personable. Since the majority of your interaction with the customer is going to be over the phone or via email, the thank you card can help to feel more connected to the person on the other end of the phone. Make it personal; why did you and the customer speak? What was the outcome? Tell them you're happy to have been able to work with them.
Use Words that Evoke Emotion – Saying thanks for being a great customer sounds so generic, doesn't it? Expand your vocabulary and expand into words like 'family', 'value', and 'loyalty'. Each customer is an important member of your business and the verbiage you use should reflect that.
Don't Be Afraid to Say It – It's always so easy when you're emailing back and forth with a customer to attach the “Thank You” to the end. Here's a thought: even if you've been emailing with the customer, why not pick up the phone after everything handled, and give them a call to say thanks. Even if they aren't by their phone, you can still leave them a message to thank them and see if there is anything else you can do.
Reaching out to your customer, even after a good resolution has been reached, can make a huge difference when it comes to whether or not your customer keeps coming back. There's a lot to be said for going the extra mile, so tell me—how have you, or how do you plan to go the extra mile for your customers?