Being in any business means you’re also in the customer service business. Every time you’re in contact with a customer, a potential new client or the public in general, a show of sincere appreciation for meeting them will make a huge impression.
A creative, thoughtful, personal and noticeable thanks will get their attention, and perhaps make your encounter the subject of a later conversation or two. That’s the nirvana of marketing – the word of mouth spreading of your company name, products, services and you.
It’s really not that hard to get people talking about you and your business. A creative, thoughtful, personal and noticeable thanks isn’t time consuming, expensive or difficult. Just do something no one else is doing. Be different. Disrupt people’s expectations.
Here are a couple of simple ideas that will make you wonder why you didn’t think of them first.
Pictures that Draw a Thousand Views
Customers are more likely to tune into your Facebook page or blog if they have a personal reason. Forget the usual pleas. Compel them with pictures.
When you host or attend events like seminars, trade shows, or business meetings, make a few Kodak moments happen. Let people know you’ll be posting the pics. They’re likely to go looking for themselves on your sites. Ask them to comment, and identify themselves and others in the photos. Facebook allows sharing of posts and tagging of people in pictures. That will put you in front of an even bigger audience.
Of course, tell people where to find their pictures. Make sure your business cards and marketing materials include your Facebook location and blog address.
With pictures, you’re getting them to take action for a personal reason. Sure, you’re going to get those who go to your posting, look at their own photo, and leave without a comment. But, you made them look. Lots of others will do more than that.
A Personal Touch from Someone They Don’t Know
Is the majority of your business transacted over the Internet? While you aren’t able to look your customers in the eye and say thanks, you can convey that same heartfelt message in your packages.
Every attempt to give thanks must be sincere and personal. Surprise your customers with a gesture that lets them know they’re more than an order number.
- Add a notecard with a story about the product they ordered or trivia about your company. Always hand-write (or hand-sign) notes, and address your customer by name.
- If you’ve got employees doing the order-packing, give them permission to have fun with it. Let them get into a creative groove. Hand out sharpies and cards of different shapes and sizes. You’re going to make those packing jobs a little more memorable for them, too.
- Once in a while surprise a customer with a certificate for a big discount (50% off their next order) or a freebie that’s worth a lot (an extra bottle of the $60 hand lotion they ordered.) Add a hand written thank you.
- If you’re the boss or someone else of authority, include a personal thanks in an order now and then. A note on your business card with a direct phone number will be a big surprise. People love to see that the big cheese cares enough to give them access.
Surprises like these cause people to stop, and give their complete attention. They’ll tell their friends, who’ll tell their friends…