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Keep Your Customers Coming Back

30th April 2009

Keep Your Customers Coming Back

There are a lot of things I like about my job, but one of the best things is getting an order and seeing that it’s from a customer who’s purchased from us before.  Don’t get me wrong, I love all orders, what person who sells things wouldn’t, but there’s something special about seeing a company name I recognize.  As Sally Fields would say, seeing a repeat order means “they like us, they really like us” and that makes me feel good.  We work hard to give our customers the best product and service possible, and repeat orders are a great confirmation that we’re doing the right things in the right way.

If you’re looking to beef up your customer satisfaction scores, or if you just want to make sure you’re doing everything you can to make your customers happy, here are three things we always do that help us keep our customers coming back.

Respond promptly –  I’m always amazed when someone expresses surprise when we respond within minutes to a phone call or an e-mail.  Apparently a quick response isn’t the norm anymore.   We always respond as quickly as we can to all inquiries we receive.  Our customers deserve the respect of a prompt answer and nothing we do is more important than getting them the information they need.

Always get better –  If you look at the front page of our store right now, you’ll see a little note headed “Please Excuse our Dust”.  That is just a notice so people will be aware we’re in the process of revamping our website.  We constantly tinker with our product offerings and our presentation of those offerings.  We want to offer the best products on the best website, and we’re willing to spend the time and effort necessary to make that happen.  Good enough is never good enough for us.  EnMart is always a work in progress.

Say thank you (and mean it) –  “Thank you for your business” or “we appreciate your business” have become such cliche sayings that they almost don’t mean anything anymore.   A real thank you has to be something more than a phrase written on the bottom of an invoice, or uttered by rote by a bored employee.  Last year we called every customer who placed an order with us to thank them for their business.  We also call everyone who visits us at a trade show.  We want to let people know that we appreciate not just their business, but their interest in EnMart and our products.

Good customer service doesn’t have to be difficult to do or require a lot of flashy gimmicks.  Mostly, good customer service just needs to be sincere and it needs to be of service to the customer.  If you can find out what your customer wants and needs and provide that to them, you’ll be offering the best customer service there available, and your sales will reflect that.

posted in Making Your Business Grow | Comments Off

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