Customer service marketing ideas
Keep 'Em Coming Back
Meeting deadlines is critical for any business owner, but it is
also great marketing!
One business owner we know sets realistic deadlines, but also
adds one day in his calculations. He always delivers the job the
day before it's promised, which delights his clients and keeps
them coming back for more.
Five Important Words That Keep 'Em Coming Back
One of the most successful fast food restaurants in our area keeps
'em coming back with great service and 5 words. Every time a customer
receives his/her order at the drive-thru window, the cashier
smiles and sincerely states: *Thank you. See you tomorrow.* A
positive reminder that keeps 'em coming back.
Partial Payment Plans Attract More Customers
Offer flexible payment options to bring in more business. Break
down the total project fee for your services into partial payments.
If the project will take 90 days to complete, bill 1/3 of the
total cost once a month as work progresses. It'll be easier on
your customer's cash-flow, and you'll receive a "mini-retainer"
every month, an exact sum that can help you schedule payments
to meet your own financial commitments.
Offering Credit Card Payments Hits Big
A few years ago we started to offer the convenience of Visa and
Mastercard payments for our graphics design, copywriting, printing
and creative concept work, thinking only the small business owner
would find this payment option attractive. Surprisingly, many
of our bigger clients started paying with this method. One client,
the marketing manager of a multi-million dollar high-tech corporation,
began paying our bills using his personal credit card. All "above
board" and approved by his company in advance, yet with an
interesting twist. His company reimbursed him for the payments,
and he then personally qualified for more airline frequent flyer
miles due to the amounts he was charging on his credit card.
Extra Service With a Smile
Always provide a little "value-added" service at no
charge. This can include one or two phone consultations, an e-mail
follow-up or a "special report" that you mail after
the project is completed.
"Convenience" Leads to More Business
According to a government survey, consumers will continue to buy
products and services that are convenient and easy to use. (Example:the
fast-food market is expected to double its revenues by the year
2000.) Most folks don't want to know how a product works - they
just want to be able to use it when it's convenient for them.
Be sure to include a "convenience" message in your marketing
Refer Your Customers to Each Other
To grow your small business, it's important to consistently ask
your existing customers for referrals. But don't forget to send
your own customers to each other. One of the best ways to keep
your name in front of your clients is to send them referrals who
say "(Your name here) suggested I call."
Watch That Cycle!
Selling products? How long do they last? Every product has a lifecycle.
Make sure you know what it is and be prepared to offer your customers
timely replacements. Consistently contact them before the product
lifecycle ends. Watch your sales soar.
Timing Is Everything!
Quick service means happy customers and increased profits. Speed
up your profits by offering your service FAST! Example: a web
page design firm offers to create and place a 6-Page Web Site
on-line in 6 hours. A car detailing company offers to completely
clean your car in 96 minutes. You get the picture. Speed it up
if your business is slow.
Take the Time to Visit
It couldn't hurt to hand-deliver your next job to the client directly,
instead of using a courier service. Your presence is the best
reminder to them that you -- and your services -- are available.
Doing a Little Extra
Make the effort to do something extra for the client every time
you do business. An independent computer repair technician we
know makes it a point to find one extra thing to fix free of charge
on every computer he repairs. He also lets the client know what's
been fixed at no cost. His repeat business is tremendous.