Seven Essential To-Do’s When You Get a New Customer
Congratulations! You acquired a new customer! Perhaps you refer to them as a client, patient, guest, donor, member, or tenant. Regardless, you should be excited. In this particular climate, sparking fresh interest in any kind of business can be challenging – and you did it!
What you do after you have officially landed that customer can make all the difference in whether they stick around, find value in your goods and services, and refer you to others.
The following essential list will help ensure you not only keep your customer happy, but that you KEEP them - period! Take a look and see what you can begin implementing in your business.
Welcome Your New Customer
A simple "thank you" goes a long way. With today's competition, it is more important than ever to stand out from your competition. Nothing will help you stand out more than by showing appreciation to all new customers. Welcome them and thank them for choosing you/your business – and reinforce all the benefits of choosing YOU! This can be done in person, by email, or by text; however, a real, physical card will likely make a lasting impression.
Who is your most recently acquired new client? Use this link to send a FREE card to that person.
Make a Smooth Hand-Off
Your new customer has joined your family! Do they feel “loved” and appreciated? Let them know that you are happy and proud to be working with them. Introduce them to your staff. If a team member will have direct contact with your new family member, make sure they are acquainted with their person of contact and ensure it is a good fit by all involved parties.
Get Them On-Boarded in a Fun Way
During the initial meeting - orientation, if you will, give your customer all of the vital information they will need to easily navigate your business and get the most from your services. This information could include passwords to access a secure portal or your contact information, including email address and phone number. Listen to any concerns they may have and answer their questions. If you could present this information in the form of a video, even better! Videos are much easier to understand and leave a lasting effect!
Be Their New Best Resource (Goodies Added)
Do you have a new client kit? You should! This kit can include anything pertinent to the relationship with your new customer (i.e. relevant paperwork, files, contact information, etc.). Spice up this kit with some goodies, though! Everyone loves goodies. Pay attention and read your customer to get a better understanding of their likes and dislikes. In general, though, goodies might include candy, a gift card for coffee, a specialty item like a pen, or a copy of a book.
Connect with Them on Social Media
Whether it is Facebook, LinkedIn, Twitter, or Instagram, almost everyone is on at least one social media platform. Connecting on social media will not only allow you to know your customer better, it is also a great way to network with "friends" of your customer.
Meeting with Your Client for a Status Update
There will come a point when you have that first review meeting with your customer. Be sure to deliver value and explain the service you have performed so far. The most essential take away from this step is that your customer feels comfortable and knowledgeable. This is a perfect time to verify any information that may seem unclear or complicated. Be patient. Listen. Encourage questions during this meeting.
Ask for a Referral or a Review
The best way to drum up more business is by word of mouth. You can ask immediately, or when they send you an praise-worthy email, or wait until your relationship has blossomed and become strong. Asking for a referral or a review (or both) is completely acceptable and is a good business practice. Ask for permission to use their words (and a photo or logo) on your website.
Incorporating these seven items into your new customer on-boarding process will get your relationship off to a great start. By showing your customer they are important, you stand a better chance of securing their future business and attracting even more like-minded customers.
Which of these tips do you already use? Reach out and let me know. Also, if you have other suggestions, I want to hear them.
