Right now the TSF focus is customer service. Customer service is one of the most important ingredients of our business that makes sure our customers come back to us time and time again. We have the opportunity to distinguish ourselves over the Wal-Marts and Targets of the world simply by building repoire and caring about our customers. When people look at you as someone who cares, vs. someone who's just “doing their job” or “out to make a sale” they will think of you over and over when they have a need for your products and more importantly, they will refer you to others.
Here are some things to think about when servicing your customers:
1) Do you know something about them personally?
-Do they have children, grandchildren?
- How old are they, what are their names and ages?
- If they are married, what is their spouse's name?
- Do you know the date of their birthday or anniversary?
How special would your customer feel if you sent her a card or quick note on her birthday or anniversary? When calling, if the husband answers the phone and you are able to call him by name, won't it be more likely that your message will be relayed?
2) Do you have a note of their past purchase history and/or wish list? What a great service to be able to phone when a particular product goes on special or when a new related product comes into your line that might be of interest to her.
Keep good records on your customers and use them. Be sure you are making notes when you chat. Stay in touch at least four times a year, either by phone or mail. The key is to be sure that when they think of your product, they think of you…by name!
In the next email we will share some practical ideas for staying in touch and record keeping!
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