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Downsizer Forum Index -> Small Business Questions, Ideas and Advice

This is how I look after previous customers

They're gone, let's look for a new one

[ 1 ]

I have records, but don't really use them much

15%

[ 3 ]

I contact them all with the same information and offers

[ 0 ]

I have plenty of information and use it cunningly, tailoring offers to select groups or individuals

47%

[ 9 ]

I hadn't thought about this. Wonder if I should?

10%

[ 2 ]

Oh, shut up. Have a weasel.

21%

[ 4 ]

Total Votes : 19

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Nick

Joined: 02 Nov 2004
Posts: 34535
Location: Hereford

Posted: Sun Mar 16, 14 9:12 am Post subject:

earthyvirgo wrote:

Nick wrote:

Rob R wrote:

earthyvirgo wrote:

Personal, individual contact makes a huge difference.

EV

As does remembering someone when they ring up.

Do you rely on your brain for this, or have you notes you can find instantly? Clearly, out in the field, it's harder, but with a smart phone it's easy enough.

Me, or RobR?
I seem to have a memory for people who have bought

I surprised myself and a previous buyer the second year I did the N Wales Art Trail when I remembered a couple who'd bought the year previously.

I was able to greet her by name and knew what print she'd bought.

In the studio, I have a book with all the relevant info in date order.
No spreadsheet/DB -maybe one day

EV

Well, I meant Rob, but it applies to everyone. A smartphone allows you to see notes or memory joggers when someone rings. Allows you to add that personal touch, and everyone likes to be remembered.

Mistress Rose

Joined: 21 Jul 2011
Posts: 16004

Posted: Sun Mar 16, 14 12:26 pm Post subject:

A very interesting thread, and plenty of food for thought. Are we the only business that is postal address and phone based in the main? We have a web site, and we get a lot of orders from it, but I find those that order by e-mail are generally less satisfactory because they expect instant delivery outside their working hours. Unless we have a show or market, I prefer not to work on Sunday and delivering firewood to a dark place at night is not my idea of fun; believe me, I have tried it.

Son deals with most of the web page, and has a FB page as well. I leave that entirely to him. Not sure FB actually brings us in anything.

From this am wondering whether a postal mail shot might be a good idea, perhaps once or twice a year, just to remind our customers about ordering firewood and the other things we do to cultivate the other sides of our business.

As far as contact is concerned, people tend to leave a message if nobody is available to take the call, and we phone them back, usually that evening. Some customers I remember, either by their name of address, but when you have several all with the same surname, you have to find out where they are before you can take the order. I also get them to remind me of their phone number as some have changed and forgotten to tell us. The rest I get from my paper records as I find them easier to deal with than computer.

Rob R

Joined: 28 Oct 2004
Posts: 31902
Location: York

Posted: Sun Mar 16, 14 1:43 pm Post subject:

Mistress Rose wrote:

From this am wondering whether a postal mail shot might be a good idea, perhaps once or twice a year, just to remind our customers about ordering firewood and the other things we do to cultivate the other sides of our business.

Yes, I'm guessing firewood is seasonally autumn/winter, and the other things more spring/summer? For something like that a small leaflet is something I, as a consumer, would pin to the notice board.

Nick

Joined: 02 Nov 2004
Posts: 34535
Location: Hereford

Posted: Sun Mar 16, 14 2:42 pm Post subject:
I have no idea, but I guess firewood is very seasonal, and if that's ALL you do, business is lumpy. So promotions and offers would be done in the quiet months.

Mistress Rose

Joined: 21 Jul 2011
Posts: 16004

Posted: Mon Mar 17, 14 7:07 am Post subject:

We delivered some firewood every month over the last year but of course we do deliver more during the winter. Charcoal is mainly summer, but we do have the odd order all year. There are also seasonal things like pea and bean sticks, and other things like cards and wood turning that go all year.

A leaflet or card is probably a good idea Rob. We are sometimes afraid that people lose our number and although we are very easy to find on the internet, we may lose some people that way.

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