Four Ways to Get Customers to Feel the Love

Valentine’s Day has passed, but let’s face it, love continues to be on the hearts and minds of people this month. So much so, the National Retail Federation estimates that in 2011 American’s spent around $15.7 billion showering that special someone with candy, jewelry and other gifts. That translates to around $116.21 for traditional Valentine’s Day merchandise.

As a small business owner, you probably don’t have a Benjamin to woo each one of your customers. But here are four ways you can get a similar effect and it shouldn’t cost you any money, other than a little of your time.

1. Be available. When a customer wants to get in touch with you and they have to leave a message, it’s annoying for them to have to follow up you again because you haven’t responded to their original request. Carve time in your daily schedule to follow up on all messages—email, phone calls and social media inquires. In fact, make that your first task of the day. Then you can move on to finding new customers.

2. Provide a timely solution. Once you’ve followed up with your customer who needs help, solve their problem with a sense of urgency. Many times this requires additional research and follow-up. Try to do this in a few hours or a day as opposed to a couple days or a week. That goes a long way to providing great customer service and your customers will love you for it.

3. Get to know your customers. What are their interests, hobbies or passions? Take some time and find something unique about each customer and then keep track of it. That way, the next time you talk to that person, you can bring up a fact that they like professional football or enjoy downhill skiing. They appreciate that.

4. Time your conversations just right. Let’s face it; no one wants to talk about buying a new product or service because it means spending more money. But if there’s a reason, feature or benefit to it–they’re all ears. This trigger marketing approach is effective and some examples of industry-related triggers include a service repair, time of the year and a weather-related event.

What tactics do you employ to get your customers to heart you? Let us know.