I have been on travel the past week with clients in the Southern United States. Because our firm is global in nature, we have clients all over the world. This past week, I have been in Texas.
Depending upon the client needs and requirements determines where I stay when out of town. In one city, I stay at a small botique hotel located in the downtown area. I have stayed at this hotel for the past 12 years– very convenient to our client locations, good food and a wonderful bed.
When I checked in this week, the front desk staff seemed genuinely happy to see me back! The Bellman remembered who I was and he too seemed genuinely happy to have me back on the property. The manager came out and we talked– he remembered that our Northern Rocky Mountain office was in Billings, Montana and asked how the weather was in Billings.
Why is this important? Well, the whole staff of the hotel remembered a returning guest, they seemed genuinely interested in my staying at the hotel and they wanted to do anything to make a long, exhausing trip more pleasant.
What do you do for your long time customers? Do you remember them when they come back? Do you greet them by name? Do you know what exactly it is that they need/want/desire from you in the business transaction?
This particular hotel has figured out how to make me feel important! We try to do that with our many customers. You should do that as well with your customers. This is not hard or complicated, however, this is a skill that can be easily taught or learned. Make sure that your customers know, really know, that you are indeed thankful that they are your customers. Remember them when they return to your business– you may be amazed at the return business and the referral business that this generates for your firm. After all, the customer has only one dollar to spend, you want to do everything possible to insure that he/she spends it at your firm.