Building Relationships-A customer service story!

Building Relationships-A customer service story!

Creating connections with prospects and customers has always been an important task for every kind of business. For big companies it involves complex strategy, technology, questionnaires, and other resources to learn more about customers and how to keep them connected with the Brand.

For smaller companies though it all comes down to people, the people who own the company or their loyal personnel who care about the company. No complex strategy, no systems involved but just pure from the heart caring to know someone better and to really connect them.

I recently experienced an incident i wish to share with you of what it really means to care and to connect with your customers. Doing that extra effort, to show you genuinely care, is often the decisive factor in the connection process that turns a customer into a friend and loyal client for years to come. 

A lady visited one of our shops and after a quick tour found a table and chairs she wanted to purchase. She wanted the items urgently as her son was soon to be married and the tables and chairs were part of the renovation she wanted to make for that special day!

The items being on stock were delivered as promised a few days before the wedding and the customer was happy.

The sales person though asked the lady to send as an invitation for the wedding so she could go and pay her respects (in Cyprus weddings are usually big and everyone is invited to celebrate the day!). The sales person due to prior engagement was not able though to attend the wedding but did send a wedding gift instead. The customer was so glad her son got a gift from our company that she personally called the sales person and not only thanked her for the gift, but she also send a small pack of sweets to show her appreciation!

By showing genuine interest and giving back, not only you win appreciation but the chance of having a long life loyal customer and possibly a friend! What we get from this story is a way we should deal with customers on a daily basis. Treat your customers and prospects as you would like to be treated and even more! Go the extra mile, be friendly and connect by genuinely showing the best of you. Find things that build rapport but continue and extend that effort beyond the usual boundaries you have learned.

This kind of relation building cannot be created and preserved by strategies and complex programs. Teach your people to be friendly and authentic. Invest in your employees and your clients and build loyalty. Loyalty brings long term sales; for sure!