Making Customers Happy They Gave You Their Cell Phone Number

Green Bay, WI--How do you feel when you’re sending that communication to customers? Are you thinking “They don’t wanna hear from me?” or is it more like, “She’s expecting my text and I can’t wait to tell her…?”

I think a big reason we don’t dive into a purposeful clienteling program is because we haven’t set our customers up to want to and expect to hear from us outside of regular advertising. In order for our clienteling to be successful we need to get them to ask us to reach out to them in the future.

So the old way we can do this is: “Thanks Peter for trusting us with your purchase, I know Margaret is going to LOVE this ring for your anniversary. Come see us again when you need anything else.” Ok… not too bad. But we’re putting the burden on him, his memory, his proximity to you and his willingness to buy jewelry for the next event. I don’t know about you, but I don’t like those odds.

So, let’s try this another way. “Thanks Peter for trusting us with your purchase, I know Margaret is going to LOVE this ring for your anniversary, I’ve got your mobile number so would you like me to text you in June before her birthday?” or “Thanks Peter for trusting us with your purchase, I know Margaret is going to LOVE this ring for your anniversary. Hey what's the best way to shoot you a quick reminder about those matching earrings for her birthday in June?”

What did I do there? I got his permission to contact him in the future. He knows how I’ll be contacting him, he knows when AND he knows it will be about something SPECIFIC… her birthday. Now, he could be on a cruise in the middle of the ocean or at work in a meeting but when you send him that text… he’ll welcome it. Developing a good clienteling program isn’t going to happen overnight.

It’s going to take some effort and intentional habits. Let’s get our clients to ASK us to contact them in the future with those three important bits of information, how to do it, when to do it and about a specific subject. That’s the magic formula for getting them to expect to hear from you.

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