We like happy, smiling customers.

• Keeping your customers smiling is easier than you think.
• Try simple gestures that deliver volumes.

Tips to Keep Customers Smiling

The following shares five ideas. If you prefer a visual look, you have two options.

1. The first is one of my most downloaded SlideShare presentation.
2. The second option is an updated video.

Tip #1 – Think Customer First

Sometimes we hit it off with a customer. The relationship evolves into a friendship. You already share common interests.

However, that individual feels uncomfortable with whining about your bad customers or your business problems. They may think twice about the business aspect of your relationship.

When communicating – think customer first.

• Remember their business needs.
• Steer clear of gossiping about other customers.
• Keep the dirty laundry in-house.

You can combine professionalism and friendship but think customer first in business situations.

Tip #2 – Say Thank You Often

We assume, especially with long-time customers, that they know how grateful we are for their business.

A simple thank you is like a warm greeting – customers feel appreciated.

Here are a few examples where a simple thank you goes a long way.

• When you receive a request for a proposal
• At the beginning AND the end of a new project
• After your customer provides a referral or recommendation
• When customers are timely in their responses

Bonus Tip – The “just because” thank-you gift really makes customers smile.

Tip #3 – Same-day Acknowledgment

In today’s connected world, it seems strange that we would ignore a customer’s call or email.

Yes, the sheer volume of communication is overwhelming. But the pandemic excuse has worn out its welcome.

• Remember tip #1 (Think customer first).
• Acknowledge every customer communication.

A same-day response is an aggressive goal, but within 24 hours should be the norm. It’s not that difficult. If you are unable to give them a final answer, that’s okay.

Acknowledge the communication and give a time for follow-up.

Example: Thank you for your email. I am out of the office today, but will be happy to check on this when I return to the office tomorrow. Will that work for you? 

Nine times our of ten, your customer is happy to wait until you return to the office.

• Another alternative is delegating follow-up.
• Send an email to your customer and the person you are delegating it to.
• Include a note advising your customer to please contact you if there are any problems.

Acknowledgment of customers’ communication recognizes their value.

Tip #4 – Share Information Regularly

How do you feel when the only time you hear from vendors is a pitch for their latest product?

It probably annoys you.

A simple way to stay in touch with customers is through the sharing of information.

• It keeps your business in front of customers.
• It shows your support for their success.

What can you share? The following are a few ideas.

• Industry reports or articles
• Information about new software (other than yours)
• An invitation to a seminar or presentation they may enjoy

Use calendar or task software notifications to remind you to stay in touch.

Tip #5 – Provide Updates

We know business doesn’t always go as planned.

• Projects hit a roadblock.
• Shipping gets delayed.
• Unexpected problems come up.

It happens to all of us – including your customer.

Regular updates diffuses potential stress points.

Your customers may not like the problems or delays, but if you keep them updated, it does wonders for everyone’s blood pressure.

Tipped in Your Favor

Simple communication efforts keep customers happy and smiling. And that brings a smile or two to you, too.

What communication tips do you have?

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Canva Credit

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Note: This post originally published on January 4, 2012. This September 5, 2022 version updates it.

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