I'd love to start a discussion on how we do/can personalize our businesses. I mean really go out of your way to help or be "real and honest" with them.

We all remember "customer service" in woebegone days, right? How can or do we bring that back?

Remember the old hardware stores where they took the TIME to help you, personally, until they solved your issue?

How 'bout the personal note of thanks? And returning or follow up phone calls or, now, emails?

Kind words or gestures of appreciation.

How do YOU help bring the "old days" back to the way we know is so refreshing??

Anyone want to join in??

Again that old adage of treating them the way you would want to be treated works for me everytime. I drive clear across town to the only gas station offering full service like in the old days, LOL! These guys do it all and gas is the same price as anywhere else where you never even see a live person. Some tell me I am wasting gas to go there but it is worth it for the SERVICE they give me...

Amen, Chatty. That is what we strive for from our customers. We should want them coming back,

Di, I agree completely. When I had my biz Rick and June with the wicking sleepwear, I went above and beyond for all of my customers. Sometimes it cost me more money, but it cambe back to me many times over because of repeat business. My site had many wonderful testimonials on it that made me feel so great.

Now the new owner has it, with all MY testimonials, and I'm not sure she's quite as service-wise as I was. I know she's much more strict on her policies for returns and exchanges, and maybe that's what she thinks is the smart financial thing to do, but I'll tell you, I did well with being flexible and my customers appreciated it.

Many women loved to call and chat with me about their hot flashes or night sweats - it just made them feel good to finally share their stories. It took time out of my day, but I made new friends and helped a customer. I miss that part of the biz.

Kathy

I try to work hard at making connections with my customers. Like Kathy, my favorite ex competitor, I enjoy talking with my customers to get a real understanding of their needs. When I send newsletters or almost any email, I include my picture so they know that there is a real person behind the website, who has had many of the same experiences and concerns. Even when I have a nasty customer, and thank heavens that happens very infrequently, I take the high road and maintain the mantra that the customer is always right.

I often call customers to thank them. And always send a follow up email since I know when their order is received. Thank the Lord for UPS and USPS tracking systems!

I try to send a free sample in each order...IF the weight does not exceed what they expected to pay. I do not like to charge them MORE so I could add a free sample!

Especially for wholesale, I try every which way to minimize shipping costs. I check USPS and UPS. Plus, I let them know, if they are flexible, how many of what products can fit into the Flat Rate Priority Mail Box. The goal is, if you keep THEIR costs down, they'll be back.

Send a personal, handwritten note on the invoice or packing list. Plus a little sticker of appreciation. I love doing little things like that.

Send personal, from ME...not the company...emails to wholesale customers to check in on inventory etc.

At the market......I take LOTS of time explaining the benefits of all of our products. Walk people thru our booth.....touch their shoulder and often times end the sale with a hug! I've made the best friends that way!

And.....service after the sale. Always check in.

I love this portion of business. Great customer service is so rare these days I just like to shock people!

When I have a house sale, I invite buyer and seller to a fine dinner. Most of the homes I have are through referrals. Those are the best customers. Follow up is very important, but also time consuming. I have to admit, I neglect that aspect, and should do it more.

EW: We did business once with a Realtor. She sent out 42 of our gift boxes to as many "sold" customers for Christmas one year.

I think a follow up, especially from a Realtor, would be extra special. Those are things one remembers. Someone who follows up and remembers people is so "out of the ordinary" that when we do things like that, it's really special!

Great tips above. One other thing that always works is to
use their name throughout live phone calls and conversations.
Not necessarily in every sentence, but people love to hear
their first name. "Well, Liz,...." "Liz, you have a
great point..."

Brings the convo up a notch!

I totally agree with using their name. It personalizes the personalization!

Also, once you chat for a bit on the phone, you can usually tell how friendly and open they are.

At our market, if a customer spends more time than usual and seems to hang onto my every word, I always ask their name and often times give them hug or a handshake at the end. Muey importante!