How To Keep In Touch With Clients and Customers

It may seem like an overwhelming task to think about how to maintain and grow your relationship with your clients and customers. It is human nature to want to be thought about and to be treated as important. Whenever I see a psychotherapy client I will ask them what they liked to be called. For instance, I saw Elizabeth last week for first time and asked her if she liked Elizabeth or Beth. She said she likes to be called Liz. I know this is important to her and I will remember it.

The first thing that is critical is that you or your staff treat someone with your full attention and see what their needs truly are. This is something that won't be forgotten. If you are a bookstore owner it can be showing them a second book by the same author or another book in that genre. If you can summarize the books and show a real interest in their concerns this goes a lot further than just pointing someone to the row the book is located in.

The second thing is to let them know you send out special offers and tips regularly and that they can sign up for the newsletter, even if they don't make a purchase. At your website, you can have a box for people to subscribe to the newsletter and your discount offers. Offering a free ebook on relevant tips works very well also. For a chiropractor this could be tips on not injuring your back while playing sports. For a retail handbag shop it can be a short tips list of ways to distinguish authentic and fake designer items. A pet store owner can offer to his subscribers a fact sheet on how to care for your new puppy.

Setting up an online newsletter is not difficult and you can then send out something monthly or a couple of times a month relevant to the interest of your customers or clients and including specials for them. For a yoga studio this can be getting a free class if you bring in a friend or a coupon for 20 percent off on a yoga video. I brainstorm with clients on what will be a good special to offer their customers. Also, don't forget you'll have people who get your newsletter who may have never purchased from you. Within each newsletter have some helpful tips, tell a story and show something personal about yourself. People are much more comfortable purchasing when they see someone's humanity.

In addition to a monthly online newsletter, it is nice to do a holiday mailing. I find booklets work well as they are inexpensive, yet kept and passed around, compared to gift cards or fruit baskets. Another nice idea is to offer a free e-mail consult or set up two hours at your place of business for people to come in for fifteen minute short consults. If you don't stay in touch with your customers and clients, you risk their switching out due to lack of connection. I've heard people say that they like their doctor but don't really feel that he cares so they're going to switch to someone else in the network to save on gas money. Be the one that does care and you'll be an important part of their lives.

Dee Cohen is a licensed social worker that offers business follow up ideas at Stress Reduction Booklets where you can visit and learn more about staying in touch with your customers, employees and curious visitors at http://www.outside-the-box.net