Customer Service as a Marketing Strategy
I’m following up on the”First Things First” post where I discussed leaving the abyss of an unhappy life for a more fruitful one. Today I had several customers return specifically asking for me by name (this happens often). In the business I am known as simply Judy (and not as Dr. Judy). These customers have well over 200 stores to buy from in Savannah. However, they come back to our location. And not only do they come back, but they tell their friends and families. One such lady came by and said “aha I found you. Let me call my friend in Pennsylvania because she was here two years ago and bought something from you and wants one just like that”. I asked her what her friends name was. To this inquiry she replied Rebecca. At that point I said, oh I remember exactly what she purchased, let me look it up. While this new customer was dialing Rebecca, I had pulled from the archives the template for the item that was purchased two years ago (never mind that we sell millions of items in three states).
Do you follow what is happening? I have a repeat customer from two years ago who told a friend to stop by our location and purchase for her the same item for a different puppy. Not only did Jessica purchase Rebecca’s item, she purchased three additional items. I have added to our customer base and this makes me happy. This makes me so happy that I often tell friends I am self-actualized even when I stand behind a counter. Providing great customer service is the best return on investment because it costs nothing. All it costs is:
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a smile
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a mental note of your customer (Rebecca the red head from Pennsylvania)
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an emotional connection
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follow through with an email
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follow through with a phone call
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follow through from a request from a potential customer
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acknowledgement that they are present and special
How many times have you experienced bad customer service? Have you returned to that location or that person? Put “First Things First”. Put the customer first and it will make you happy (via the bank account, via repeat customers, via self-actualization).
Cheers,
Dr. Judy Halliday
These individuals offer more marketing strategies to help you build a great customer base -
And to all the SOB ’s, SOE ’s and Mega Bloggers, thank you for the how to’s on adding links. I’m learning 
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About Me
I love life. This despite growing up in poverty, having one alcoholic parent, one mentally ill parent, being a teen mother, and being a high school drop out. Yes I dropped out of High School. I dropped out because of family chaos. It would be easy for me to be angry at the world and blame others for the cards I was dealt. I say ”we are not created equal“. Some of us have to struggle to reach our goals, in that regard I’m like the little engine that could. For those who struggle, you too shall find balance, humbleness, happiness and love. There may be uturns and detours throughout that process. Their may be hills to climb and tracks that are broken. However, it is my firm belief that everyone can be the best they can be given their circumstance and guided by sage advice, honest friends, and given a little push. Hence, the blog. Hope something sparkles within you while you visit my site. I would be honored and humbled by your presence.
Cheers,
Dr. Judy Halliday
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Do You think I have the right thought…Re: CheriMc.. She has hurt alot of people. She baits and stalks people here who have family members that are sick, passed away or missing. You can just tell me Y or N on Greta.
I think this is a great story of why companies need to put more effort into their customer service. I recently came across a Fox Business interview where the President of Mindshare talks about how in this age people talk about their experiences. I think you have pointed this out nicely.
Wow! It is amazing to know that some store owners actually still care about people enough to make such a great experience happen. I have my own small company and have been looking for ways to better our customer service. I ordered a customer service book from a company called mindshare that seems to have lots of great insight into building a better company based off how you treat your customers. I am excited to see what it will bring!
p.s I love the picture!!