Courting Your Customers – Part II

Last week, we talked about how getting online reviews (aka your business’ “online dating profile”) can help potential customers feel more confident calling you because they see that you’ve got a good reputation. Let’s continue down that path this week.
My kids have been on a Disney music kick lately and one of their favorite songs that comes on (though they haven’t seen the movie yet) is “That’s How You Know” from Enchanted. The first lines from the song are “How does she know you love her? How does she know she’s yours?”
This makes me think of our relationships with our customers. I’ll explain.
When you ask them for a review, you’re essentially telling them “Hey. I think we had a good time and I want to see you again.” You’re setting the stage for a long-term business relationship.

How Soon is Too Soon?

I remember after my first date with my wife I debated about when to call her again. I had a great time, but didn’t want to come off desperate. (Come on, guys. You know what I’m talking about.)
Meanwhile, she was left wondering, “I wonder when he’ll call me again.” Turns out, I could have called her when I got home and it wouldn’t have been too soon.
Here’s my recommendation for your customers: Don’t wait. Whether you got a review or not, don’t wait.
In today’s marketing/business world, you’re actually expected to “call back” within 24 hours. That could be a literal phone call, e-mail, postcard, or text message (use your best judgement based on the customer). But the key is that you need to follow up. “THAT’S how she’ll know.”
Plus, if you didn’t get the review, this is your chance to find out how they feel. You get to ask for a review, a referral, or just check in make sure everything from your “date” is still okay.

Sending Flowers

There are some things that can never go wrong when it comes to following up on a job. These are all things you should be doing. Like sending a few flowers after a date, keep it reasonable, but “that’s how [they’ll] know you love them.”
Here are some ideas:
  • A personally-signed thank-you card (all but forgotten in our day and age)
  • A short, simple e-mail
  • A phone call
  • A text message
  • Referral cards
  • A review request
  • A box of dog/cat treats on a big P.U.R.T. job. (Amazon, anyone?)
Whatever you decide to do, make it meaningful. Take some time and show you care.

Big Takeaway:

  1. Make sure they know you “love” them. Feel for it by asking for a review.
  2. Don’t wait too long to “call” after the date. Follow up quickly and show some appreciation and thought.

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