Retention Tip #16

Recently, I was sharing 31.5 Customer Retention Tips to a group of owners of small business. When it dawned on me that they simply don’t have the tools – so here is the solution! But first . . .

In today’s fast paced society, many businesses forget to say ‘Thank you’ to their customers or potential customers. In deed, sometimes the customer feels taken for granted and when this occurs, your chance of keeping them as a customer is reduced.

I would encourage you to thank your customers every time you get an opportunity! I would encourage you to say thank you whenever a customer:

Makes a purchase
Makes an enquiry
Pays a bill
Passes a milestone – for example, results, length of time as a customer or total money spent with your business.

And make sure it is a personal thank you, which means:

Hand write the thank you card – no pre-printed, computer generated, smarmy stuff;
Include personal things in the note – for example, reinforce the benefits to them of their purchase;
Do not add any up-sell or cross sell marketing material; and
Be genuine and sincere in your words, in other words show you care!

Thank You Promotion

Here is an idea we have found very successful.

Print a list of your customers and then ask your staff to write a thank you card to all the customers they know personally. In their message they simply say ‘thank you for being a customer/member/client.’ With no hidden agenda or ulterior motivate, the words will show you care for your customer and this will differentiate you in the market place.

Before you know it, you will have customers coming in or ringing your business to say thank you for thanking them!

‘Thank You’ Tools

Mail merge letter and label for envelope. This will not appear personal. It is better than nothing but for your postage investment, you can get better ‘bang for your buck! Impact level 4 out of 10!

Send an email. The fastest and cheapest tool. The email is easy to be personalised but an email can be deleted quickly. It may even be missed with the 50 other emails that come in that day! Impact level 5 out of 10!

Hand written note in an envelope. Now we are moving up in impact! This can very personal and shows you have taken time out of your day to show you care. As a hint, use a coloured envelope, so your mail stands out! But you still have to rely on the customer opening the envelope. Impact level 8 out of 10!

Hand written postcard! The #1 for impact! There is no envelope to open! It stands out in the mail! It is colourful. Customers can read it quickly and then leave on desk at work or the bench at home for others to see. Impact level 10 out 10!

Need the tool?

For less than $1 – including postage – you can now thank your customer for spending hundreds of dollars with you!

To make it easy for you to say thank you, order ‘Thank you’ cards from Active Management now!

Specifications of the card

• DL size
• 240gsm
• White Gloss
• PMS Blue

Your investment is

• 500 cards $330
• 1000 cards $411
• 5000 cards $1095

Orders must be received by the 13th October. Click here to order!