doing this, remember not to avalanche them with mailers that will set
them off. Since this is more of an automated process, it losses the
It is then
essential to mix it with social visits and personal letters. To top the
list, a key vehicle to keep in touch is periodical calls to your
customers. Do all this and anything else you can think of but keep in
touch and let them know that their satisfaction is our concern. It is
our first priority. We are here to help them get better value for
telephone call or social visit the customer reaches a higher level of
satisfaction, as you have been thoughtful enough to take the time and
effort for it. He feels important.
informed also means educating your customer, which is an important key
to building an image of quality service. The more he knows about your
product and services the better he understands its value. He is also
informed about what is happening in the business and an informed
customer feels more in control. He is in a better position to derive
value for his money. He develops faith and trust as you are informing
him and not keeping him in the dark.
How does keeping in touch help the business beyond projecting a quality service image?
We get to talk
to a customer in his domain. His frame of mind would be different as we
are in his environment. He is now in a position to think back and
give useful feedback on our product or service, which might not have
been possible while conducting a transaction during his visit.
becomes a medium for us to understand our position in the market. We
cannot expect our competitors to tell us their business strategies,
product launch, quality standards, pricing etc. Keeping in touch with
the customer does this. They give us valuable information about
competition. What products are being launched? How is it priced? Does
it have additional features? What services do others offer? What
promotions are expected? Market trend, buying pattern…
keeping in touch with your customer helps him feeling good, informed and
updated on our products and services and in return helps us with
market information to gear up accordingly and get ahead of others.
This is not
always possible when the customer visits you on work. It is only
possible when we reach out and keep in touch with him.
Give him that extra attention and concern.