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Customers Are Gold

Author: Karen Susman
Date: Jan 2012

Get New Customers and Keep the Old. One is silver and the other is gold.

 

"Just because you've heard it before doesn't mean you know it. Just because you know it doesn't mean you're doing it." Harry Beckwith, You Inc.

 

Sometimes instead of looking for the latest new thing, find wisdom in the tried and true. Twenty years ago, I read a book by John Graham called Magnet Marketing. Here are 10 tips adapted from that book that you can use today to engage customers.

 

  1. Put a customer hat on. Listen to their needs. Observe what they do. Respond to what they ask for. One of the biggest selling points for customers is their desire to feel comfortable. What are you doing to make your customers comfortable with your product, services, location, hours, staff and you?
  2. Be perceived as an innovator with new products and services. For instance, I've noticed all the decorative covers for smart phones. Who knew that's just what we all needed? You don't have to be a Steve Jobs. Just piggyback on great ideas.
  3. Guarantee your services. Show your confidence in your product and services. Besides, even complainers rarely ask for their money back.
  4. Notify customers they're brilliant and savvy to do business with you. Do this by sharing testimonials, announcing your accomplishments, displaying your awards and asking for referrals. You can communicate these pats on the back on your web site, in you e-mail signature, newsletter, blog and marketing materials.
  5. Become a consultant instead of simply a salesperson. Show your customers how to use your product or services. Give them creative ideas. Produce a helpful checklist of options. You're the expert on your product. Share your expertise.
  6. Thank you! Thank you! Thank you! You can't say it and demonstrate it too much.
  7. Be an industry leader. Get involved in your professional associations. Speak to groups. Write for industry and other publications. Have helpful articles on your website. Share helpful links on LinkedIn and on twitter.
  8. Follow-up and stay in touch. Go back to past customers and see how your suggestions, products and services are working for them. Don't sell. Just become their trusted adviser.
  9. Survey customers. You can do surveys on line. Make them short. Give an incentive for completion. Not only will you find out what your customers like and don’t like about your product or services, but you’ll be connecting with them.
  10. Use phrases that show confidence and that you can handle customer situations.
  • "Consider it done."
  • "I'll take care of that for you."
  • "Thank you for thinking of us."
  • "I take complete responsibility."
  • "We want your business.”

 

There are 263,220 books on Amazon.com that cover sales. Don't read another tome until you've mastered the 10 tips above. I guarantee you'll be way ahead of the pack.

Karen Susman is a Speaker, Trainer, Coach, and Author of 102 Top Dog Networking Secrets. Karen works with organizations that want to maximize performance. Programs include Humour at Work; Balance In Life; Networking Skills; Presentation Skills; and Building Community Involvement. Order new guidebooks on humour, networking, time management, and community involvement by calling or email Karen@KarenSusman.com. www.KarenSusman.com



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