Customer Relations With a Peronal Touch

Staying connected with your client base

Personal contact with customers is a crucial element in the success of any new business – and it’s one of the most common casualties of growth. As a company grows, the president tends to fade away into his or her office. That can lead to loss of leverage right at the point when a company is starting to take off and needs it most.

The danger is that the company can become just another faceless entity that the customer deals with every day. This danger increases in this era of reliance on computers to handle communications with customers. Think about instituting a policy of sending a personal thank-you note to each customer. It’s not that difficult to do if you stick with it. Just sit down one evening per week and work through your list of customer contacts from the previous week.

Savvy companies will track customer contacts in their contact management databases, but you can get away with keeping a simple Excel spreadsheet of all thank-you cards sent. Trust us, your customers will not forget it!

To really kick the personal touch in gear, spend one day per month doing nothing but making “courtesy” calls to your existing customers. Don’t have any plans to do real business – just call to say hello. Your clients will be pleased and astounded that you took the time just to check in. To get your mind out of business mode and into casual mode, make the calls from home that day.

In the end, taking time to keep in contact with your customers will pay a lifetime of dividends both personally and professionally.

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