My last blog discussed the importance of Customer Service. In this “Back to the Basics” series, we will be looking at a specific part of Customer Service – the Client Retention Program.
If you do not already have a program in place, develop one! These programs can be as simple, or as complex as you want. If you don’t have time to develop it or time to run it, have your virtual assistant do it. Below is a list of potential elements that you can include in your program. Choose one or choose them all to build your program, but whatever you do, be sure you are consistent.
- Send a monthly newsletter (via e-mail or snail mail) to keep your clients up-to-date on new products or services.
- Send a birthday card
- Send cards at the holidays.
- Establish a referral program. Reward your customers/clients for sending a referral your way.
I recently referred some friends to a realtor I know. They signed with him and he sent me a handwritten thank-you note with a $5 Starbucks card inside. What a nice surprise! In an age where most of my mail consists of bills, credit card applications, and other miscellaneous junk mail, I received a handwritten card and a present!
Considering the commission percentage this realtor receives if he sells the house, he will not miss the $5… but I received a nice surprise that made me smile. Will I refer him again? Definitely! Will I refer him because he gave me a $5 gift card? No – but the fact that he took the time out to thank me for the referral definitely gives him the bonus points he is looking for.
Take time to recognize and connect with your customers… it will be worth it in the end.