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A Washington, D.C. courier company increased its business by offering a "$7.50 delivery same day" service to its customers. Delivery was guaranteed by 6 p.m. that night. All packages were delivered as the company's couriers were delivering other regular priced packages. For most companies who ordered the service, it was cheaper than ordering overnight local delivery from FedX or UPS.
Go the Extra Mile
We've heard of an apartment complex that offers a free weekly car wash to all their tenants. Wonder why their apartments are never empty!
"The Royal Treatment" Pays Off Big Time
Business writer and consultant Phyllis Ross (301-384-0769) writes in her article 7 Secrets of Customer Loyalty about the importance of the "royal treatment" in building customer loyalty:
" Treat your customers like royalty. My car dealership is an organization that truly knows how to treat people like royalty! When you arrive, you're personally greeted by your service representative. An inquiry is made as to your need for lift to the Metro. If you choose to wait, you're offered a cup of hot coffee, a comfortable chair, and a choice of recent(!) magazines. Every fifteen minutes or so, a service rep comes out to update you as to the status of your car. No detail in the car is overlooked, and you're given complete documentation as to the specific repairs or maintenance performed on your car. To top it all off, the car is returned washed and cleaned inside. Within twenty-four hours, you're called by a representative to see if you are totally satisfied with the service. Now, any questions as to why I'm such a loyal customer of this dealership?
Business writer and consultant Phyllis Ross writes in her article 7 Secrets of Customer Loyalty about the importance of personal contact in building customer loyalty:
"Get personal. Obviously you know your customers' names. Do you know anything else about them? Do you know when they have a blessed event in their family? Do you send a congratulatory card? Do you know when they're going through a rough time? Do you take a few minutes to make a phone call to see how they're doing? You have to genuinely care about people to take the extra time to get to know your customers. I am not referencing the "Merry Christmas from Your Local Pharmacy" card. This empty gesture really means nothing to me. But boy, do I love it when my financial advisor sends me a birthday card, with a single dollar bill inside, wishing me a prosperous birthday and year to follow! You may not want to send each of your customers a dollar, but do think about what you can do to get personal with each of them."
Total Ideas: 31|
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