Gift Basket Business Blog

The Personal Touch for Your Customers

January 27th, 2007 at 08:17pm Lorie Obernauer

Ron Tanner, editor of Specialty Food Magazine, wrote an article in the January, 2007 issue called “The Neighborhood Merchant”. Tanner tells a story of two entrepreneurs who, after working for many years for a food industry giant, decided to open a neighborhood market. Their concept of a neighborhood market was to be a place that was all about the customers: “It’s the place where they greet you by name, remember your favorites, and suggest your favorites to be”.

This simple concept is one that we, as gift basket business owners, can apply to our businesses. If you were concerned over the holidays that your customers were going to the mass merchandisers to buy their gifts, the “personal touch” that is advocated by these young business owners may point the way to your success.

MAKE YOUR CUSTOMERS FEEL SPECIAL!
1. Remember your customers’ names. We all like to be recognized and remembered. It makes us feel special when we walk into a store or into any social gathering and are addressed by name. It makes us want to go back again.

2. Learn your customers’ preferences. Watch what they buy and make suggestions for future purchases accordingly. Keep notes about the products that they usually buy, then introduce them to new products that are similar, that you think they might like. Each time that one of your suggestions “hits the mark”, you give your customer another reason to keep coming back. They know they’ll be satisfied!

3. Make sure that your staff follows these same practices. Your customers should feel as comfortable working with your staff as with you. That way, you will still have time to take care of the many other responsibilities for managing your business.

Set up a simple system whereby any employee can access customers’ names and preferences. Insist that all your employees, including warehouse staff, office and delivery personel, cordially greet your customers and ask if they are getting the help that they need.

This same premise works for customers who call in to place orders. Make sure your sales people start each conversation with a friendly greeting and ask the caller for a name. If your system allows, your salespeople can even mention when the customer placed his last order and thank him for coming back. Or if it’s a new customer, he can be welcomed to the “fold” with a small free gift upon making his first purchase.

What are some things you have done to add the “personal touch” to your business? I’d love to hear your comments.

Entry Filed under: Business Tips