Nurturing Customer Loyalty By A Distance: The Old Fashioned Way
In times of crisis, people crave personal connection. A smile, a handshake, a joke shared — these are the small, personal reassurances we give each other every day. But public health crises like the coronavirus pandemic. require physical distance. So how do we accomplish that when we are required to social distance?
If you glean just one thing from this article or say “Ok, Boomer”, remember that customers can be won for life during times like these!
However, since you can’t actually reach out and touch your customers right now, you’ll win by not only being creative during this time but adopting some good old fashioned business practices.
These can include:
Giving your client your mobile/home number. Your competitors won’t typically do this. But if you do, think about the message you’re sending clients; you not only care but trust them with private information.
Making an actual live people available on your support line vs online forms. Do you know anyone who likes listening to an automated recording of what number to push? Me either.
Use personalized, sincere emails or phone calls to inquire how they and their families are doing. The personal touch is never lost on anyone. That’s why written thank you notes stand out.
With every order include a tip sheet or freebie, with a personal note that will reassure your customers you’re still firmly by their side. This adds value to your business relationship and again, shows your care.
If you have supply chain or staffing problems, be transparent and let customers know there may be a delay before they have to ask or learn there is an issue. “Honest Abe” won the respect and loyalty of many by doing just that, being honest. You won’t always know the answers and it’s best to be transparent. Say so when you don’t.
Businesses were built long before the internet. Utilizing those “old fashioned” techniques will not only set you apart from the competition but win you a customer for life.
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