Absence Makes the Heart Grow Fonder

However, in the world of business, this cliché may not necessarily be true. Sometimes it can be more like 'Out of Site, Out of Mind'.

Your existing clients are your most important business assets. They are already aware of the exceptional products or services that you provide and you have already built a trust with them.

These happy clients will be the first to recommend you and your business to others that may be in need of your services or products. It is essential to build a lasting relationship and keep in touch with these influential people?keep your name fresh in their minds. They have become 'business friends' and what kind of friend would you be if you didn't stay in touch.

There are several ways to build a loyal and lasting relationship with your clients, besides the exceptional customer service and support that you are already providing. You need to set yourself apart from the competition and give customers something that will keep your business in the front of their minds, thus producing repeat and referral business.

Your first step is to ensure that you make your client feel like they are number one. This should be something that you strive for with every client you acquire. Sure, there may be some that will take this to heart and put excessive demands on you when you are really needing to get work done for your other clients, but the majority of them will be just like friends and supporters and you need to show them that you appreciate them. You need them to know that they are not just clients, but that they are a value to you and your business.

A great way to get the ball rolling is to send a letter thanking the client for the chance to provide them with a quotation and let them know that you are here to help, if they need it. Include, with the letter, a copy of your brochure, any specials that you currently have running and, of course your business card.

Once the quotation has been accepted and you both agree on the details of the project, it's time to send a Thank You card. If the new client is a local business owner, send a card with a hand-written note and, of course your business card. If the quote is for an online client, you can send a hand-written note or try going to one of many greeting card sites and sending a personalized electronic card. My personal favorite is http://www.bluemountain.com. This is a nice touch as opposed to just a buttered up email.

After the project has been completed, I like to send a personalized, hand-written note on suitable stationery.

Now? where to go from here? Just because this particular project is finished, it doesn't mean that you should just put their file away and forget about them. On the contrary? you have to stay in touch with them. If they have used your services and are very happy with the outcome, they will probably need you in the future, or know someone who does.

If you happen to have the client's birth date, send them a nice card on their special day. If you don't have that date, there are still other ways to stay in touch. One is to send a card on special holidays, such as Christmas. With these special holiday cards, it is not recommended that you send a business card with it. These type of cards should show that you care and don't have an ulterior motive to your action.

So, what about the rest of the year? They say that you need to be in the right place at the right time to take advantage of some opportunities. But if you aren't in the right place, the forefront of you client's mind when they may need your services, you may lose out. You need to keep in touch with them throughout the year. You need to send them something that they will hang onto.

The most cost effective way to do this is to send them a newsletter. If you have a business that is online and you have cyberspace clients, start an online ezine and send it out on a regular basis. Fill it full of great links and articles to help your clients. And, it doesn't hurt to mention their business in an issue. For local clients, put together a print version of your newsletter and keep them informed about what is happening with your company and your other clients. Again, putting a free mention about their business will be something that they will really appreciate.

Staying in touch with you clients and contacts is vital for repeat and referral business. When the time comes that they, or someone they know, are in need of your product or service, make sure that they remember you, your business and how you can help them.

About The Author

Janice Byer is a certified Master Virtual Assistant and owner of Docu-Type Administrative & Web Design Services (http://www.docutype.net). See this and other articles on her website.

jbyer@docutype.net

More Resources

Unable to open RSS Feed $XMLfilename with error HTTP ERROR: 404, exiting

More Customer Service Information:

Related Articles

Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said product or service become apathetic, obnoxious or just downright rude after the transactional smoke has cleared.
If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!
First of all let's look at what customer service is all about.If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience.
Learning from Your Employees and Customers Complaints
Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming.
How to Keep Customers
Who was it that said - "The customer is always right"? Wellfor those of you who can't get through the day withoutknowing, it was H Gordon Selfridge, the founder ofSelfridges's department store in London.The question I want answered is; did he ever work withcustomers on day-to-day basis and if so, was he some kind ofsaint?Let's face it; customers can be a real pain in the neck.
When a Customer Has Done Everything to Get Your Goat
You try to make your customers happy. You sincerely WANT them to be pleased with your products and service.
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind.
Astonish your Customers With These Customer Service Tips
Customer service today is getting worse. Win customers overand you build your business for life.
Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?
Are you concerned about customer loyalty? Are your customers so loyal that they will stick with you through hell and high water? And if not, you really need to question how you can create a customer relationship that's so gluey, that you never go bluey in the face. Funnily you don't have to go far.
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really excel at?" They will almost always reply, "It has to be our client service.
Customer Service - A Sweet Essence
First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.
Making the Connection: Customer Relationships That Build Your Business
Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not surprising that they'll do whatever they can to keep these customers happy and coming back again and again.
10 Customer Service Quality Statements to Measure up Against
It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions".
Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending.
4 Easy Steps to Better Online Customer Support
Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too.
It's Customer Service Stupid: Delivering Customer Service Training That Sticks
"Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life.
Customer Satisfaction and the Service Business
The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter.
The Death of the Loyal Customer
One of my classes in management focused on the repeat customer. The course stressed the importance of the repeat customer to the financial welfare of the business.
Your Voice Print
"Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life.
Make An Action Plan To Improve Customer Service
Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.
Courting Customers - From First Date to Marriage
Landing a new client is like courting a potential spouse. The first date is usually a make or break situation and if the door is still open, the work has just begun.