Michael Jackson's song "The Way You Make Me feel" came on the radio earlier today and it made me think about customer acquisition, experience, retention and appreciation.
Let's keep it real - saying "thank you" when someone hires you is one thing, but taking an action that expresses your appreciation is quite another.
Case in point ... I hired a coach - Sandi Amorim - who sends out handwritten notes and small gifts of appreciation. Her thoughtful nature, sincerity and gesture of appreciation for my business made me feel loved valued, respected and appreciated.
Sandi's generosity helped me to see where I could step up my game to create a customer appreciation program for those who invest in themselves through me. She modeled the experience of how to make a client feel "cherished".
Fifty years from today, I may not remember Sandi's specific gift, however just like Maya Angelou's said "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel".
When dealing with prospective customers and/or existing clients, do you have procedures and policies in place to make them feel cherished? If not, here a few things that I've incorporated into my client appreciation program:
- Send a $1.00 Lottery ticket with a handwritten birthday card
- Send a gift from Poo-Pourri
- Purchase 2 movie tickets for your client and a guest
- Host a client appreciation party.
- Make a charitable donation in their honor .
- Purchase a charm bracelet from Alex and Ani.
- Invest in a subscription box from CalmBox.
- Buy flowers from Calyx Flowers.
- Purchase chocolate covered strawberries from Berries.com.
- Send a miniature bundt cake from Nothing Bundt.
Keep in mind that this does not have to be an expensive undertaking. What you want is the client saying "(Your name) makes me feel ______."
Delighted customers will tell everyone that you made them feel like a superstar.
Let me also share that "Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention", a book written by John Ruhlin, helped me to strengthen my client appreciation program.
In the comment section, I'd love to hear about your favorite way to make a client feel special.