Introduction Customer contact is essential in a fast paced business world. Many professionals and small businesses live off their customer contact but to many it is ad hoc and with too much strategy. Many still find it difficult to set up a strategy that will make life easier for them and better for their clients. The following points will provide and framework and kick start to those wishing to bite the bullet and create a process that is both positive and profitable. 1. Develop a 12 month Customer Contact Plan a. Creating such a plan provides you with a broader view and allows you to 'see' where your activity time is being spent. b. To enhance the plan consider using 'colour codes' to identify areas of commonality and where leverage can be gained. 2. Identify customer 'types' and market accordingly a. By 'grouping' client types you will be able to market more effectively and also begin to know where your business comes from. b. This will also allow you to react/respond differently and with 'intention' to each group. 3. Complete standard items in 'chunks' to save time and increase visibility a. Identify items like writing out cards (birthday, Christmas, other seasonal cards) and take the time to write them all out at one time. b. This will save time in the long run. c. Sort each card into date order and place in tickler file. When the day arrives (or a week prior) send out the card. 4. Invest in technology to automate newsletters/messages a. There is considerable technology that can automate messages for you. Investigate some of these. b. These will allow you to write a few regular newsletter at once and then set them up to go out at regular intervals. 5. Create 'contact points' throughout the year a. Key clients may require a visit, an extra call or a personal note. Diarise appropriate times up front so you are well prepared. 6. Set reminders for key actions so nothing falls through the cracks a. Set up reminder times for cards, anniversaries etc. This will remove the requirement to remember. 7. Set up templates for standard activities a. On reviewing your plan, you will see a lot of dates and activities. Identify those that require an invite and set this up now, so there is no pressure to do it when the time comes. 8. Create a simple yet effective loyalty program a. Loyalty programs dont have to be complex. A simple, graded points system is all it takes. (Check with your Accountant as to allowances if necessary.) 9. Create standard surveys (automated) that seek client feedback a. Surveys (on- and off-line) are tremendous methods for gaining feedback and testimonials. b. There are many web-tools that can automate these for you, or you can create your own and do it manually. c. Either way do it! 10. Request 'testimonials' at key points of interaction. a. Testimonies are powerful tools for your business. They convince others far quicker than we can when we promote our own product. 11. Engage a third party for accountability a. Take the time to have a third party review your plan with you every 6 12 weeks. The benefit is significant. |
