It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
Boy, was I mistaken….
As it turns out, I seldom use my scanner for slides. And no matter how many different ‘Kathy’ techniques I tried to get it to work, nothing. I even resorted to reading the online manual (what was I thinking?). Still didn’t work.
I was pretty desperate, so $9.95 seemed a bargain. And indeed, I got the help I needed. I was, once again, a happy pup.
Didn’t think about it again until the telemarketer called today….
1 – Good For Me
Before the call, I had virtually no attention on Epson, my scanner, or the slides that are now beautifully printed.
And I must say, when I answered the phone and heard, “Is this Kathleen?” (my first clue that it’s not a friend calling!), I was a little annoyed.
I was reminded that I didn’t call just once, but twice – when I had some follow-up questions a few days later.
And the quick survey made me think back to the beautifully printed artwork that I scanned from my friend’s slides.
Gotta say, I felt really good when I hung up the phone!
2 – Good For Them
What’s in it for Epson?
Well, if even half of their calls today end in another smiling customer like me, they’re doing great!
Who knows if the two
It’s a win-win situation. And I like that.
3 – Make a Habit of Hugging Your Customers
Which got me thinking….
How often do we actually take the time to “hug” our customers and supporters?
– call someone who’s just bought one of our products, and thank them for their purchase
– call a participant the week after our teleclass to see if they have any questions
– write a quick thank-you note to someone who’s been supporting us
– thank someone, in writing, for their help with a project
– write to thank someone for coming to live workshop
– surprise an especially good customer with a small gift (free RealAudio download of a teleclass, for example)
– ask our best customers for feedback about our product, or our service
– take the time to be grateful, and find ways to let people know about it!
Thanking our customers isn’t just good for the soul. It’s good business.
I’ll be hugging lots more often – and more deliberately – in the future. I hope you’ll join me.