Beyond providing top quality service – which should be a minimum requirement – you can do a lot of little things that inspire loyalty from your customers. Just saying thank you goes a long way.A couple of years ago I ordered a product online from Peter Bowerman – a self-publishing and copywriting expert. When I received it in the mail, included was a handwritten note: “Thanks for the order, Peter.”
It didn’t take him long to do – for all I know he writes up a stack of these in advance and has an assistant stick them in with every order that goes out. Regardless, the note gave me a warm fuzzy feeling that doesn’t go away. I already like Peter’s work and his products so I’m very likely to make future purchases from him. But this little note helped cement this relationship.
It’s not just thank you notes. Recently I had a birthday (don’t even think about asking which one). The first two emails in my in-box that day were happy birthday notes from people I do business with online. Both have forums that their paid customers can access. As part of the sign up process, there’s a spot to put your birthday.
Now, I don’t think for a moment that these two people woke up that day and said, “Wow, it’s Andrea’s birthday. I’d better send her a note.” I’m sure it’s just an automated message. But my first reaction to seeing these notes was to smile. And I can’t help but have positive feelings towards someone who makes me smile.
Keep Your Employees Happy Too
The same applies to employees. While it’s important to have good working conditions and to pay your staff a fair wage, there are little things you can do that cost you little or nothing but will keep your staff happy.
A well-timed thank you goes a long way. If you’re only commenting on employees’ work when it goes wrong, you don’t have a happy staff. Sure, their continued paycheque is a sign that you’re happy enough with their work. But a well-timed pat on the back for a job well done will boost morale and productivity. And it makes your staff less likely to pour over the job ads in the newspaper.
Unexpected gifts for staff are also a big morale booster. Try loot bags of candy on Halloween or a kiddie Valentine’s Day card. How about a cupcake with a candle on the anniversary of their start day? Try ordering pizza for lunch after a busy sale week.
None of these things cost a lot of money, but they let your staff know they’re appreciated. It inspires loyalty. So the next time you need to ask them to stay late or do a little extra, they’re more likely to jump in with enthusiasm.
Both your staff and your customers are important to the success of your business. Make sure you’re doing the little things that keep them happy and inspire loyalty. You’ll be glad you did.
Andrea J. Stenberg
