Getting your next sale is always being worked on. So when you do get that all important purchase, that’s when the red carpet needs to be rolled out. Selling to your existing customer is easier than finding a new one. Your past customers have already committed in trusting in your business and product. Yet, existing customers seem to still get over looked, when you really need to make a lasting impression. An that can all start with a simple “Thank You”, which flows nicely to my interview today with Anne who has created a business based on the business & customer relationship.
Welcome Anne, thank you for being interviewed
Thanks for having me; I’m excited to be here!
What inspired you to start a business based on thanking customers?
It’s definitely been a journey; isn’t it always?!
Really, it started with my love of packaging. Growing up, the only gifts I knew were ones with colorful paper, crisp creases, and coordinating ribbon. And of course no package was complete without a hand-signed card or tag to match. In my family, presents weren’t just wrapped to cover the gift, they were thoughtfully packaged and decorated with the recipient in mind. Even before blogs and Pinterest existed, my mom, grandma, and great aunt were wrapping their gifts with unique creativity and purpose. As I watched – and opened gifts from them 🙂 I realized that packaging was an art and had an incredible way of making someone feel special.
So needless to say, I’ve always been about the packaging. And as a customer, the packages I remember most, are the ones that included a personal touch of a thank you card. They’re the packages that said to me: I don’t just care about the sale. I care about your experience. And I appreciate you choosing me.
And what I’ve come to realize as a business owner is that when we treat our customers to an undeniably awesome experience, our customers walk away happy and our business grows. And that moment, when your customers open up your package is an important part of that experience.
So I guess you could say that my passion for customer appreciation and love for beautiful packages (along with my obsession for modern design) was bound to lead me to this point eventually!
Why is this gesture important in a business to customer relationship?
To be honest, I believe the best way to grow a happy, successful business is by taking care of the people who adore our products most and bring success to our shops… our customers!
The idea of customer appreciation is nothing new, but the more I learn about it and apply it, the more I’m amazed at the influence it has on a business. Customers that feel appreciated often become your biggest fans, who are not only interested in following you and participating in your community, they’re quick to spread the word about you and your products. And fans will most certainly go directly back to you for your product, rather than searching for the cheapest, easiest place to get it.
And my most favorite part of customer appreciation: everyone wins! When we make our customers feel valued and appreciated our businesses grow and our customers enjoy a positive shopping experience and walk away happy.
Can you share some other ways businesses, can show their appreciation to a customer, other than thanking them for their order?
Absolutely! Since most of my products are digital, I rarely have the opportunity to actually send a physical package (ironic, I know!). So I’ve needed to get creative with other ways to let my customers know I appreciate them.
Clear, prompt and friendly communication
This kind of attention to your customers is an easy way to show them you care and appreciate them. Whether someone is a customer with a concern, or a potential customer with a question, being personable and helpful is always best. Even if you’re repeating what’s already clearly stated on your website… and even if this is the third time today you’re answering this obvious question, do it with a smile and with care.
Also, respond back to messages quickly. I’m certainly not perfect, but I do my best to answer messages within 24 hours. And I’m always amazed at the positive feedback and gratitude I receive for doing so.
Follow up
Taking the time to follow up with someone who has recently purchased from you is really going the extra mile, and most people really appreciate that. Just a quick, friendly message is all it takes. For example:
“Thank you so much for your purchase. Just wanted to let you know I just put the finishing touches on your brand new necklace, and it is on its way to your doorstep,”
or
“Thanks for your order, it made my day. I hope your new candles will brighten yours! They’re on their way and should be to you in the next few days.”
I’ve found that customers feel really valued and appreciated when you take the time to treat them as a person, not just another order (imagine that!).
Provide value
Finding small, additional things you can do (free of charge) to make your customers’ lives better and easier is a great way to say, “Thank you for being my customer!”
You might have to get a little creative on this one, but even something as simple as curating helpful resources for them on your Pinterest boards shows you care about them and want to be as helpful as you can. I was more than surprised when I received an email a few weeks ago, specifically thanking me for all the information I’d compiled on my Pinterest boards and sharing them with her. It had made her life easier and she was SO grateful!
An email list (something I certainly recommend) is a great way to provide value to your customers, in relation to the products or services you offer. For those on my email list, every month or so I like to send out a free printable that they can use in their business, like an editable business card template or a printable to use at their next craft show. It’s something I usually create exclusively for them and for the purpose to say, “Thanks for being on my email list and how can I help you?” It’s a way for me to build a relationship with them.
As your products are for business owners, what has been the response from them using your services and products?
I’m a major fan of simplicity, probably borderline obsessed 🙂 So when I started designing my templates and printables, my main goal was to make customer appreciation simple and easy. Yes, I wanted them to be affordable to create, but I also really wanted the process to be quick and painless for whoever uses them. Because heavens, business owners are some of the busiest people I know! So when I receive feedback like “Love it! So easy to use and they look awesome with my packages,” or “I had my order downloaded, edited, and printing in under 10 minutes! Thank you!” it absolutely makes my day!
I’ve also loved receiving photos of packages tied together with my thank you cards. I like to think of my shop as being full of lasting impressions just waiting to happen. Thank you cards by themselves can certainly leave an impression, but it’s not until they’re included with business owners’ amazing products, packaging and personal touches that they really shine.
Thank you Anne.
You can get more great information by visiting Anne at totally-design.com. Plus stay in the know by connecting with her on Twitter | Pinterest.
