You arrive for your first meeting at a new supplier and they have a space reserved specifically for you, greet you by name on arrival in reception and have a friendly welcoming setting in which to talk.
Making your customers feel valued is one of the best ways to keep them staying loyal to you, and this comes with many benefits. Not only does it mean you get return custom, but it also means you don’t have to work tirelessly to find enough customers to run a successful business. All these little personal touches go a long way and make a difference. One way of creating this feeling of value is by delivering a personal touch. Follow these simple steps which are just small bits but will go a long way.
Use Names – We’ve all received emails that are addressed ‘Dear Sir/Madam’ or ‘To whom it may concern’ or even just ‘Hi’ and we instantly want to dismiss them because why would they be important if the person doesn’t even seem to know who you are. Simply putting their name at the top of the email instantly makes it seem more personal and gives the impression that they have been thought about and time and effort has gone in to the email just for them. Using your name also makes a big difference. People like to know who they are dealing with. Being able to identify who you are talking to rather than just ‘Support team’ builds much more trust from your customers.
Putting a face to that name – So your customers now know the name of who they are dealing with, being able to put a face to that name also helps massively to really make them feel they are doing business on a human level. There are many ways to do this, such as having a meet the team page on your website. Most people these days will do their research before going into business and one of their first ports of call will be your website. Being able to see who they are dealing with can make them feel more comfortable and possibly more willing to take on your services. Another way you can put a face to the name is by inviting your customers in to meet you and if this isn’t possible a simple online web cam chat (using Facetime, Skype or Zoom) can go a long way.
Listen to your customers – Customers are much more likely to pay for what you are offering them if it is tailored to their needs. Listening to your customers and what they need and then designing a service or product that suits their needs is a great way to build loyalty and show that this is what you have done. Tell them that based on what they have said you recommend X or Y and then give them specific examples of what you think is best for them and why. This really makes your customers feel like you care about what they are saying and their needs.
Learn about your customers – This may not work for everyone but sometimes your customers share information about their personal lives too, not just business. Being able to talk about these things brings a more relaxed approach to doing business. Take note about what your customers have going on in their lives and ask them about how things are the next time you are in conversation with them. People do business with people after all. Again, this really makes your customers feel as though you care about them and not just their money.
Communicate regularly – communication is usually the key to any situation in life. Communicating with your customers on a regular basis just to find out how business is going or whether you can assist with any of their needs can mean a lot. It could bring something to their attention that they would have otherwise pushed to the back of their mind or overlooked. It can also make them feel more comfortable to talk to you meaning if they have any problems in the future they may just call you up instead of trying to deal with it themselves and possibly causing themselves unnecessary stress. Giving you the opportunity to add more value to the relationship.
Overall when you are in business whether its Business to Business (B2B) or Business to Consumer (B2C) you are dealing with people. Think about how you feel when someone goes out of their way to help you or make you feel special. Think about anytime this has happened no matter when or where. Wouldn’t it be great to feel like that more often?! Make your customers feel as special as they are and they will remain loyal and spread the word about you too.
If you’d like to know what it’s like to feel valued then why not book a discovery call and see for yourself?