Street Smart Guide To Small Business Marketing
Thanking Your Customers
Thank Your Customers, and They'll Thank You With More Business:
 While
most small businesses seek to obtain new clients or customers, the
business that comes from repeat customers cannot be ignored. Often, and
especially in times of recession, a little gratitude can go a long way
in terms of existing customer sales and ultimately, profits.
Internet companies such as Amazon.com, for example, have experienced
repeat customer rates as high as 78% in a single quarter.
Your
best market is customers who have already purchased from you, so make
sure that they know you appreciate them choosing your small
business—and watch the repeat business stream in.
Here are Some Ideas for How to Go About Thanking Customers:
1. Put words of appreciation on your sales receipts or invoice.
2. Personally thank the customer.
3. Send thank you notes to clients, supporters, or referral sources.
4. Offer a discount or coupon on a future purchase.
5. Start a customer loyalty or discount program.
6. Throw a customer appreciation sale or party.
7. Post appreciative signage or language on your website or in-store.
8. Train employees or volunteers to show appreciation.
9. Put out a bowl of candies, treats, or free items.
10. Offer other services or information that is helpful to your customers.
11. "Bend the rules" or "go above and beyond" for key customers.
 12. Ask loyal customers for testimonials, or feature them in your commercials, brochures, or advertisements ,
13. Allow your customers to post signage, business cards, or posters at your business.
While customers certainly appreciate gratitude, it's important to avoid
the feeling of desperation or "clingy" behavior. No one likes a stalker
or a "Thank you, thank you, thank you, thank you," broken-record type.
To keep your appreciation genuine and well-received by your customer,
keep these points in mind:
14. Thank immediately.
An
auto-response email or timely card in the mail right after the purchase
will not only show appreciation while the purchase is still fresh in
their mind, will but show the customer that they are a priority. While
"better late than never," does apply, if you send a thank you weeks or
months after the fact, you're saying to your customer you had many
other obligations more important than their business.
15. Thank appropriately.
If
your customer made a $10 purchase, for example, sending a lavish thank
you card in the mail would seem silly. On the opposite spectrum,
business clients that spend a great deal of money might be more
appropriately thanked with a gift item than a simple postcard or
e-mail. Retain your professional dignity and choose a thank you method
that fits the situation.
16. Don't Re-Thank.
Sometimes,
a client actually beats me to the punch in sending a thank you card or
note. But, if they send you a thank you note after you've already
thanked them, let the gratitude cycle stop there before it gets silly.
There's no need to thank someone for thanking you! "You're welcome"
suffices nicely.
What's Next
Next In This Guide
Part 15:
 Training Employees: A Smart Marketing Technique
- A small business marketing strategy is bound to fail if employee
training isn't conducted properly. Help your staff think and feel like
the customer.
Previous In This guide
Part 13:
 Staying in Contact With Customers - Ensure repeat business and a steady stream of profits by staying in contact with your existing customer base.
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