Managing customers

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Managing customers
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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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earthyvirgo

Joined: 24 Aug 2007
Posts: 7972
Location: creating prints in the loft, Gerlan

Posted: Sat Mar 15, 14 10:20 am Post subject:

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

Rob R

Joined: 28 Oct 2004
Posts: 31902
Location: York

Posted: Sat Mar 15, 14 10:38 am Post subject:

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.

Most of the time I use my brain, sometimes I use Quickbooks & call up the info when I answer the phone. I don't take calls out in the field because the signal is so rubbish, I'm usually working in either a noisy or mucky environment and I don't have access to any form of records. They either leave a message with someone in the office or on the answerphone. I try to use e-mail for this reason & as I'm sometimes away from the office for the day the smartphone has been invaluable for accessing e-mails. It also processes CC payments.

chez

Joined: 13 Aug 2006
Posts: 35935
Location: The Hive of the Uberbee, Quantock Hills, Somerset

Posted: Sat Mar 15, 14 12:47 pm Post subject:

A lot of my sales are through facebook or twitter and it's easy to track correspondence. For the phone, I have a Book Of All Things that people's names, phone number and what they want goes in to.

I also try to keep a diary, with hatches, orders and sales, which makes it easy to look back. That doesn't come naturally to me though.

I think it's easier to stay memorable when you are selling livestock; I'm always going to be 'the lady with those nice araucanas' or 'the woman who had the rat in her feed bin' and people will come back to me when/if they want new birds.

I think a genuine desire to help, even if it doesn't result in a sale; and a friendly attitude to both customers and competitors is essential. My mother is brilliant at the 'symbiosis with competitors' thing and I've learned a lot from watching her.

RichardW

Joined: 24 Aug 2006
Posts: 8443
Location: Llyn Peninsular North Wales

Posted: Sat Mar 15, 14 1:47 pm Post subject:

Nick wrote:

Your customers will be one shot guys, obviously, but the vast majority of them will be 17/18 and everyone they know will be looking for the same service. Manage and incentivise them right, and you're made of gold; but get it wrong, and bad news spreads, I guess. So, what's a lesson, �20 or so? Half price lesson for every friend you introduce? Only you know the figures, but I'd guess its a no brainer to attempt to network through your clients.

Locally the base price for 1 lesson is �23-25 then you get the block booking discounts that reduce that to about �22 on average.

As you say word of mouth (or FB) is key. I am looking at one lesson free if the introducee takes 5 lessons or more.

Will look at the implications of doing half price for every person introduced & see how that pans out.

I have been told that actual "cash back" is a great one for them too. Get nice new tenners or twenties depending on the level its set at.

I have a few customers already lined up. Longer term I have a 14 year old, so in 3 years her & all her mates will be wanting to learn. As she is at the older end of the year group she could be passed before they all turn 17.

chez

Joined: 13 Aug 2006
Posts: 35935
Location: The Hive of the Uberbee, Quantock Hills, Somerset

Posted: Sat Mar 15, 14 2:04 pm Post subject:

RichardW wrote:

I have been told that actual "cash back" is a great one for them too. Get nice new tenners or twenties depending on the level its set at.

Parents pay, the kids get the cash back

RichardW

Joined: 24 Aug 2006
Posts: 8443
Location: Llyn Peninsular North Wales

Posted: Sat Mar 15, 14 2:34 pm Post subject:

Chez wrote:

Parents pay, the kids get the cash back

Yep lol so better than free lessons.

But then it is their mates they are selling.

Thinking about it you have a very good point.

I could offer either a free lesson or a lesser amount as cash back.

The kids will take the money & older pupils will take the lesson.

Rob R

Joined: 28 Oct 2004
Posts: 31902
Location: York

Posted: Sat Mar 15, 14 2:50 pm Post subject:
On the subject of getting new customers, your service seems very personal, given the name, but the first thing I look for is an 'about me' page to say why I should use you that seems to be missing? Not even a photo. I feel like I know the car intimately (which is fantastic) but the person could be anyone.

RichardW

Joined: 24 Aug 2006
Posts: 8443
Location: Llyn Peninsular North Wales

Posted: Sat Mar 15, 14 4:56 pm Post subject:

Rob R wrote:

On the subject of getting new customers, your service seems very personal, given the name, but the first thing I look for is an 'about me' page to say why I should use you that seems to be missing? Not even a photo. I feel like I know the car intimately (which is fantastic) but the person could be anyone.

Its on the list of things to add.

Rob R

Joined: 28 Oct 2004
Posts: 31902
Location: York

Posted: Sat Mar 15, 14 5:22 pm Post subject:
Oh good, otherwise it looks good & good luck with it all.

RichardW

Joined: 24 Aug 2006
Posts: 8443
Location: Llyn Peninsular North Wales

Posted: Sat Mar 15, 14 5:24 pm Post subject:

Rob R wrote:

Oh good, otherwise it looks good & good luck with it all.

Thanks.

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.

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: 16006

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: 16006

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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