Ever wonder what your customer really wants to say to you? We have polled a few and put it in the form of a letter.
Dear Business Owner,
I'd like to do business with you, but lately you’ve made it difficult. I've taken a minute to share some of my thoughts. If you’ll implement even a few of them, I can see us having a long-term relationship that will be good for both of us
- If I send you an email, chances are I don't want to or can't use a phone at the moment. Please, just email me back. After all, it's not about how you want to sell, it's about how I want to buy.
- If you say you are open at 8:00 am and closed at 5:00 pm, then open at 7:50 am and close at 5:15 pm. No one exceeds my expectations these days, but I never forget when they do. Delivering more than is expected is vital to developing a strong brand image.
- I don’t mind an upsell, especially if it makes my life easier. If you know there is a good chance I’m going to need another product later to go with what I’m buying now, please tell me so that I don’t have to make an unnecessary trip to your store.
- A genuine smile, a prompt greeting, and an "I hope you come back," really makes me want to return to do business with you!
- Tell me what to expect, and make it realistic. I’ll appreciate your honest feedback on turn times, costs and whatever else I need to know.
- If I look like I’m not sure about something, take a minute to teach me. I welcome your expertise. I just don’t want to feel dumb so I usually don’t ask. Also, if you have brochures that explain the product or service, please give me one. I enjoy being able to read information about a product or service on my own.
- If I contacted you, it’s for one of two reasons; I either need information because I’m going to buy later, or I need to buy now. Either way, I chose you. Prove to me I made the right decision.
- If you really want to win me over, give me even more information AFTER you sold something to me. I’ll believe that you care more about my experience, than you do about the revenue generated by my purchase. When you show me how to make my investment go farther, you make me want to buy from you again.
- I’m busy and have little time. My favorite companies know what I need before I do. They usually remind me through direct mail or mobile communication reminders when I need another service or a new warranty. Make this communication straight forward and easy for me to access.
- When I fill out your comment cards, I really wish you would acknowledge them either through action, a note of thanks, or a comment directed to me through social media.
- I usually buy for one of two reasons. What I’m buying makes me feel better or it solves a problem. If what you are selling can’t do either of those things for me, don’t sell it. Customer service can rarely make up for a product that is junk.
I hope I haven’t overstepped my bounds. The truth is, I’d like nothing more than a compelling reason to buy from YOU!
Sincerely,
Your customer