I recently took my dog Dexter to the vet for a routine visit. We could not have been more pleased with the service at East End Veterinary Medical Centre, and after receiving the “Thank You/Welcome” card (to the left) it got me thinking…
What Have YOU Done For ME Lately?
More specifically – What has your business done for its customers lately?
Veterinary offices seems to do a good job, in general, of keeping in contact with their customers in a seemingly genuine manner. A simple Thank You card, a visit reminder, or similar note goes a LONG way in my book. Especially when the communication let’s me know that I am a VALUED customer.
Imagine that – Your Customers like to be Valued.
How can you take this further without being totally obnoxious?
10 Ways to Value Your Customers and Add Value:
- Genuinely THANK your customers for their business – IMMEDIATELY…DO IT NOW
- Take time to LISTEN to your customers’ needs and wants
- Make relevant suggestions; ensure TRUST in the relationship
- Update your customers on what YOUR business is doing in the community/industry
- Participate in Community/Conversation (Online and in Real Life!)
- Make it easy for customers to give feedback and participate in the Community/Conversation
- Give your customers the tools to be your WOM advocate
- Make it right or Apologize – Immediately
- Make your customers the Rock Stars
- Do something Unexpected and Amazing
Now, I know these are all Über Basic and non-specific, but just think about them a little. Have you thanked your customers lately? I mean REALLY thanked ’em. And what are you doing to extend or enhance the customer’s experience BEYOND your immediate interactions?
I’ll give you some examples of what else a vet could do (for dog owners):
- Sponsor dog owner/Meetup groups
- Create map of local dog parks
- Create list of local groomers, trainers, pet supply stores and pet friendly businesses
- Sponsor community dog friendly events
- Start opt-in mailing list highlighting dog health issues, events, and CUSTOMERS
- Partner with key local business to provide discounts or incentives for customers
- Encourage the writing of reviews and blogging of experiences
This by no means an all-inclusive list. I’m sure you all could come up with 20 more things to add. Oh, and did I mention your business still has to provide a great product or service?
Just always keep in mind: Value Your Customers and Add Value.