In the last post, we figured out how to heap lots of “thanks” upon the plates of our best customers.
And yet, like a plump uncle, the customers sidle up to the table for more. Should we give it to ’em?
Sure, why not.
Without further ado — and all the microwaved gravy you can stand — please enjoy the second half of our “14 Ways to Thank Your Customers Like You Mean It” article from last week.
(And numbered accordingly…)
8 ) THANK-YOU “COUPONS” FOR THE NEXT PURCHASE – Okay, this one is a little self-serving, you might say. Your customer places and order and what’s his prize? Other than your excellent product, he also gets an offer for the next great deal.
Maybe it’s a half-off future purchases, maybe a break for his friends and family, maybe an invitation to get a free “refill” of some kind or some kind of free servicing agreement.
This, of course, encourages them to come back to you again. But it could also help them feel good — justifiably so — about being loyal to a company that believes in its own product (and why wouldn’t you?)
9) THROW IN FREE SHIPPING – Awhile back, my wife signed up for “Amazon Prime,” the club-like service from Amazon.com that gets you free shipping.
It’s a great deal if you shop a lot online (we do). And it always feels like a “thank you” reward, even though we pay to have that perk.
But even more importantly, guess where she goes first now for most of our online shopping? Testing by other businesses too also show that “free shipping” is a powerful addition to offers.
Even better, try a phrase like, “As my way of saying thank you, I’ll even cover your shipping costs. You’ll pay nothing.”
10) MAKE IT PERSONAL – If you’re open to giving a big discount anyway, why not ‘translate’ the savings into a thoughtful thank you gift?
That is, instead of mentioning the discounted sales price, offer the lower price plus a gift of equal value. Depending on what you’re selling, that could be anything.
A small gift basket with a thank you note, a bag of gourmet coffee, a corkscrew in a fancy case, or something else that matters to your prospect.
If it’s a really big-ticket item or you have a small but big-spendin’ client base, you could make the gift even nicer or more personal.
I recently read a note about a real estate broker who gave a house buyer some fine wine glasses. He says the realtors name comes up — and gets praised — every time he and his wife have friends over for dinner.
(For an even more complete example of this idea at work, see today’s “Second CR” article later in this issue.)
11) THANK THEM PUBLICLY – I don’t know what it is about the human animal, but we do crave our fame.
So why not give weight to a thank you by doing it publicly? Honor loyal customers on your website, honor success stories that feature your product, and just brag generally about your customers like you like them (as you should).
Try posting video interviews of customers on your website, feature them in ads, and just generally be proud like a parent, hanging their proverbial ‘work’ on your public refrigerator.
12) SURVEY WITH CARE – If you’ve read past CR issues, you know I’m not crazy about customer surveys.
They have their uses, for sure. But they’re often as confusing as they are useful, especially when the questions are written poorly.
However, there IS a way to send your customer base a survey that can make them better customers.
How? Simply by making it clear the survey is not about how to make them buy better, but how to give them a better product or service to enjoy.
In short, show you care. And follow up on that display, when you can, by finding the prospects that reply with unsolved problems… and solve them.
13) INVITE THEM OVER – Here’s an interesting way to “thank” loyal customers. Find out who they are and invite some of them over, specifically to celebrate their loyalty. Done right, there’s a good chance they’ll buy from you again. But the pictures you take at the event and post online could help show other prospects what a friendly business you are.
14) GET THEIR BACKS – In times of urgency that relates to your product, like say a financial meltdown or anything else newsy, put together a timely “summit” of your house experts.
Then record what they talk about and give it to customers out of the blue. Make it a surprise, to show you’re looking out for them and anticipating their questions and concerns.
You could tailor this idea for just about any kind of information product and plenty that aren’t.
And one more…
Bonus Idea – GIVE THEM WHAT THEY PAID FOR+ – What business would purposely deliver less than they sold? Sadly, plenty. And that’s partly why new customers are often a tough sell… because they’ve been jaded before.
But what better way to thank your customers for doing business with you… than by insisting on doing business with them at the highest quality level?
It’s the deal we make when offer something to somebody and ask for money in return. Better still if you can over-deliver.
So there you go.
Do these things or even some of them, and you could end up with some seriously grateful customers.
And isn’t that where you want to be?