Small Business Articles from Make-it-Fly®
are “the Heart of Your Business” –
Make Sure You Connect
Part Two of a Two-Part Series
By Dave Block and Victoria Munro
that the majority of customers leave not because of
problems with services or products, but because of perceived
indifference. They just don’t feel valued
or appreciated. If you want to keep your clients and
turn them into raving fans, you need to make sure they
know you care about and appreciate them!
You’re probably not looking for yet another project
to pack into your already overloaded schedule, but establishing
a plan to nurture your current
clients could easily prove to be your most cost-effective
marketing strategy. To use your time efficiently,
create a regular monthly plan to keep in touch with
clients, and automate recurring reminders to follow
up. If you don’t already have contact resource
management software (CRM), such as ACT!, Gold Mine or
Maximizer, consider investing in one.
Employ the Power of Personal Hand-Written
written notes are a meaningful yet inexpensive way
to communicate that you really care. Perhaps challenge
yourself to consistently write
three or five notes every week, and do it without
fail! Try writing your notes first thing in the
morning before your busy day begins and the phone starts
Thank your clients often!
At every opportunity, express your gratitude. Send notes
to thank them for their order, their confidence in you
as a professional, a referral they gave, whatever is
appropriate. Sincere notes convey your feelings in a
powerful way. Melanie Smithson of Smithson Clinic, Inc.,
went out of her way recently to thank us for a note
they received from Dave. “It was such a treat
to read his note! It was so personal and that just makes
you feel good! Makes you want to go out of your way
to help him!”
Note Writing Tips
Be personal – focus on the client and what’s
important to them: their health, their family,
their business. Use attractive note cards, not a full-sized
sheet of your business stationery. Always address the
envelope by hand – don’t you open those
first? Consider including your business card.
Additional Ideas on Connecting with
special occasions: birthdays, holidays and
letters and emails. Share
with them something that will be of genuine value
you’re in their area, stop by their office,
just to ask how they’re doing and if there
are any ways you can help.
them sometimes without
any sales agenda, just to see how they’re
arrange to meet in person. Ask questions and listen.
Always give them your undivided
attention. Make them feel loved and important.
them to others who could be of help to them.
for articles, events or books that might be of interest
to them, and drop a note and let them know.
up promptly on referrals they give. Thank
them and keep them apprised of your progress.
for their help.
client appreciation events.
gifts. No need to spend a fortune – be creative,
use your imagination. Perhaps tie the gift into
your business or theirs.
keep your promises to them! Follow through on what
you said you’d do.
And always, always, always
be sincere! Be real, authentic and true to who
Your customers really are the heart of your business.
Don’t assume they know
you appreciate them and their business. Begin
now to create your plan to let
them know you care!
© 2005-2007 Victoria Munro.
for printable version.
About the Authors: Dave
Block and Victoria Munro are co-founders of Make-it-Fly®
LLC, a company dedicated to creating success for
small business owners through creatively-designed programs
and tools. Dave is known as the “Master Networker”
in the business community and loves sharing how to become
a successful business owner by learning the art of networking.
Victoria has started and run nine different businesses..
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