Where have all the gestures of gratitude gone? The small things. The personal touches. Random acts of kindness? They say it’s just a sign of the times, but is that really true? We can’t blame everything on technology. Just because we use the internet to communicate, doesn’t mean we aren’t capable of making phone calls or sending snail mail. We choose not to. We’ve stopped making an effort- stopped taking the time. If we want to keep our business relationships personal by offering more than a website can offer, then we need to make them personal. Whether we’re the ones selling or being sold to, it’s NOT just business, it IS personal.
Notes & Messages
It takes little time at all to write (with an actual pen or pencil) a little note and drop it in the mail. Aren’t our best customers and business acquaintances worth 3 minutes and 55 cents? Most of us spend far more time and money than that standing in line for coffee every day. A handwritten note is one of the oldest and most sincere gestures of kindness and it’s such a lost art that people are extra tickled to find an actual note in the mailbox these days. And have we become so busy (or lazy) as a society that we cannot be bothered to spell words? Must we speak in acronyms? If you must text your sincerity, you must also spell it. Would you rather receive a “TY” text message or a very sincere; “Thank you for your business.”?
Whether you’re thanking a customer for their business or thanking a salesperson for going the extra mile, make it personal.
Dates
While some of us have an old school planner and some of us prefer to “sync” our life schedules, most of us keep a calendar. Making a note to remember important client birthdays and anniversaries is just a pencil mark or click away and it means a lot to be remembered on a special day. Birthdays, anniversaries, and grand openings all deserve some attention. Try sending a message the night before so they know you were thinking of them after work hours. “I hope your promotional products make a lasting impression at your Grand Opening tomorrow!” And don’t fret if you’re a day late, your greeting will stand out from the multiple timely messages your client received. “I’m so sorry I missed your birthday yesterday! I hope you had a wonderful day!” This sort of message makes you seem human, yet sincere. Definitely not an automated message.
Allow your calendar to be your personal assistant by sending you reminders while you add the personal touch.
Follow-up
Whether it’s a survey or a personal phone call, courtesy goes a long way. It means you care about the service you’re providing beyond the monetary transaction. This is beneficial to both parties. The client feels cared for and the business or salesperson receives valuable feedback and one more opportunity to connect. This is a two-way street. If you loved a product or service, follow up with your salesperson. Let them know that the product they recommended was a huge hit and you look forward to working with them again in the future. If you truly care about your client, ask them if they received their product on time and if they were satisfied with the quality. Even if the product was just mediocre, your service will still get a gold star.
If you think to follow up, then take the time to actually do it. Good customer service never goes out of style.
Connect
Be sure to like and follow both your clients and the companies you do business with. Not only is social media an excellent way to connect, but it’s also a way to keep up to date on promotions and important dates. Although not as personal as a phone call, a social media message is the next best thing. A moment out of your regular day to just check in or send well-wishes. If you see an event coming up, recommend products. On the flip side, you might see special offers or discounts codes that are only available on social media.
Don’t be afraid to use social media as a marketing tool. Just keep your personal life and your professional profile separate.
Gifts
There is no better way to show appreciation than a gift. And there are no better gifts to give clients than promotional items. The tricky part is giving your clients a gift they will use and appreciate while it represents your business. Lucky for you, all you need to focus on is the client because once it has your logo on it, it represents your business! Regardless of your budget, there is a promotional product for you. From the small gesture of a pen to the large gesture of a barbeque grill, all gifts are appreciated. After all, it’s the thought that counts. Right? Just be mindful of your clientele. Just because you like it, doesn’t mean they’ll use it so spend your money wisely. Don’t assume everyone would like a cat magnet just because they frequent your veterinary clinic. It’s very possible they’re “dog people”.
Keep it less personal to you, and more personal to them. Get your brand on the right product, and your token of appreciation will be appreciated!
If you want to keep a business relationship personal, you need to make it personal in a way that the internet can’t compete with. So it might be just business, but it’s still personal to someone.