Main Idea
How close are you to your best friend? What relationships can not be broken? When relationships are broken, what is the real cause?
Expansion of Idea
If you think about your best friend and the years of your relationship, what is one constant in the relationship? Generally, it is contact. You talk once a week or exchange emails. You understand each other and there is constant interaction. There is probably less interaction than when you were a teenager but there is still some consistent interaction. If you have a problem you know who to call.
Why would your business be any different? Do you have your business relationships set up so that you know who to call if you have a problem? If your copier fails, you have someone who you trust to fix it. If you have a legal issue, hopefully you have a good attorney to call. If you have an insurance claim, you should have a good insurance agent to help you through the problem. Do your customers view you as the go to person to help them with not just your products and services but to be a resource for their business?
Most of us have not developed that level of relationship with our customers. However, when we do, we are developing loyalty, referrals, and friendships. We are also making our workplaces a better place to work. It is not necessarily hard to develop that level of relationship. It is extremely hard to develop the discipline to stay in touch with our customers and continue to stay in touch with them even if there is no immediate benefit.
Suggested Areas to Start
Call a customer for no apparent reason.
Thank a customer for no apparent reason.
Send a newspaper or magazine article that would be of interest to the customer.
Show them you care!!!