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Dramatically Improve Your Customer Relationships

Like all business owners you want to dramatically improve your customer relationships.

Now we all know that people do business with people they know, like and trust.

We want to forge strong bonds that keep our customers coming back for more so that when our competitors whisper in our clients’ ears, they don’t listen because they’re so happy with the relationship they have with us.

One way to do this is to add some “Magic Moments” into your relationship.

So what is a “Magic Moment”

Magic moments are when you do small, unexpected and fun things out of the blue to surprise your clients.

These don’t need to be large or expensive.

They can be small, almost trivial things but they demonstrate an amount of thought and care for your customers.

It could be as small as sending a birthday card on the appropriate day, enclosing a box of chocolates with an order or taking your customer out to lunch.

No substitute for good service

Now we mustn’t confuse Magic Moments and your basic levels of service. Magic Moments will not cover up for poor service.

But the thing is that your customers take good service as a given and while fundamental, service is unlikely to light people up and make them smile in the way a Magic Moment will.

For literally a few pence you can see results out of all proportion to the cost and effort involved.  By surprising people and giving them that little lift your business can reap real benefits:

  • Increased customer loyalty
  • Higher levels of repeat orders
  • Larger numbers of referrals
  • Glowing testimonials

The problem with Magic Moments

While all business owners would like the benefits of Magic Moments there are a couple of problems.

  1. Finding the right Magic Moment for your customer. Whatever you do for your Magic Moment is has got to be relevant to the customer. Do the wrong thing and all your effort will be wasted.
  2. Spending the time – while the idea is great you will have to commit an amount of time to thinking what to do and then actually doing it.
  3. What to do. This is probably the biggest issue. We all want to create “Magic Moments” but having the ideas to create the magic isn’t easy.

So here are a few ideas:

  • Thank you letters or cards – after you’ve done a piece of work or delivered an order, hand write a card or letter, not an email, to say thank you. How often do you received a hand written letter these days?
  • Easter chocolates – around Easter send a small packet of Easter eggs with an order or just send an egg to the relevant people in the business.
  • Ice creams – if you visit your client’s offices, in the summer take an ice cream for the people in the office
  • Birthday cards – if you can find out the birthdays of the key people within the business, sending a birthday card elevates the relationship from entirely business to personal.
  • Car wash – I heard about a company that invited their clients to their offices for a presentation and washed and valeted their cars during the presentation.

The thing about all these Magic Moments is that they are unexpected and fun and will differentiate you massively from other companies.

While the cost of you will be small the impact on your customer relationships will be huge.