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Posts Tagged ‘repeat customers’

About a month ago, I sent out an order to a repeat customer (my favorite kind!) While she loved the album as always, this one was a rush order for her, and I made the mistake of throwing the album into a plain plastic bag and just sending it. She was very disappointed that it wasn’t wrapped the way I always send my albums…in tissue, a clear plastic bag with a bow and a thank you note. I apologized profusely, and I’ve been very careful not to send an order out that way again. Customers buy an experience and if they take your item out of the box and get excited even before opening the package, you could have a customer for life!

Your packaging should reflect the same care and creativity that goes into your products. It makes for a special experience for your customer and it also helps them to remember you and your name. I add a thank you note that I created in Microsoft Word, put my logo and a picture on there, so it helps customers remember my brand. Right now, I’m also enclosing a 20% off coupon for each customer’s next order. The holidays are closer than you think.

Treat your packages that are going to customers the way you would expect to receive something or would like a gift sent to a loved one.

Recently, I purchased some fabric on eBay. The fabric was gorgeous, arrived very quickly, but the seller only enclosed a receipt. There was nothing to remind me of her name. I might not buy from her again, because who knows if I’ll remember who she is? And that’s a shame because I buy A LOT of fabric, and I could be a great repeat customer.

Put something in each package that brands you and helps your customers remember who you are. Package your products with care so your customer knows that whenever they receive a package from you, it will be special. It doesn’t have to cost a lot! When those customers come back again and again, you’ll be glad you made the effort.

I buy tissue and bags at Nashville Wraps. They are inexpensive, I can buy in bulk and it’s easy. I’m off to get some gift boxes!!

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I just came home from food shopping. Sam’s Club, the supermarket, and finally, the neighborhood butcher, where we have been buying all of our meat and cold cuts for the past 11 years. And I’m always amazed at this little neighborhood store. It’s not a pretty shop; it’s in a strip mall that could definitely benefit from a facelift, and yet, the place is always packed, and I mean always. And I’ll tell you why.

Everyone who works in this store is incredibly accommodating, courteous and friendly. I have never in 11 years had poor service. It is chaotic because it’s always so crowded, but you never wait more than 5 minutes. Everyone smiles and appears happy to help, even the newest generation of young ones learning the ropes. And they still figure out your tab on a little piece of paper, sometimes with a calculator, even though they have high-end registers.

It’s a family business, but the training must be rigorous. It’s got to be tough to smile at every customer when there are at least 15 people crowding the store. However, I bet it’s easy to smile at the end of the day when cashing out the register.

So here’s the thing. The owner of this store probably lives in the lap of luxury because he creates the ultimate customer experience in his little neighborhood shop. Customers buy “the experience.” Sure, they are buying a product too, but I can get cold cuts in at least 5 different places by my house, and I will only go to the butcher, even though he’s not the least expensive. I’ll wait until Monday because they are closed on Sunday if I have to. I know when I go into this shop, someone will always smile at me and brighten my day.

I try to live by those same principles in my own business, even though it’s online. I’m courteous and happy to serve. I’m accommodating and I always try to be cheery, even in the face of chaos. Because I want my customers to come back and have that same experience again. My albums are unique and they aren’t the least expensive. I know if I don’t treat my customers like the gold they are, while they may like my product, they’ll find something else and a better experience somewhere else. To have any thriving business, repeat customers are a huge part of the equation.

Treat your customers like gold. And you’ll go home from your little “neighborhood” shop much richer for the experience.

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