It’s the Little Things that Win and Keep Customers

retaining customers, customer care

Have you ever wondered why some people always seem to get new customers and how they keep those same customers year after year?  It’s not as complicated as you may think. The secret is good old common courtesy! Showing respect and goodwill towards your customers goes a long way to ensure they will remain loyal.

Small Opportunities Translate Into Customer Loyalty

customer care, retain customers, keep customers

Have you ever tried to call a company or organization? Sometimes there is no phone number, and even if there is one, it often rolls to voicemail. Sometimes the person on the other end of the phone or email isn’t even trying to help you. They aren’t listening to your problem.

Now imagine an organization that cares. Its employees are trained, and they listen to your concerns. That organization will win every time – especially in today’s tech-savvy, zero customer care environment.

The lesson here is to take extra care with every customer and prospect interaction because you never know how powerful their word-of-mouth advertising can be for your business. Potential customers will Google your company and read customer reviews, but the reality is that a recommendation from a trusted source carries the most weight.

4 Companies Who Provide Exceptional Customer Service

  • Ritz Carlton customers can access their smartphone-connected rooms and services that remember each guest’s preferences.
  • Trader Joe’s customers feel that it’s where they’ve seen the happiest employees. The work culture of Trader Joe’s encourages employees to bring their authentic selves to work and prioritize customer happiness over everything else.
  • Starbucks delivers hyper-personalized experiences on its mobile app, making it a personal favorite for customers.
  • L.L. Bean stands behind all its products and is confident they will perform as designed. If you are not 100% satisfied with one of our products purchased directly from L.L.Bean, you may return it within one year of purchase for a refund.



Provide a Variety of Connection Opportunities

customer communications, retain customers, keep customers

Every client is different in how they want to connect – some value face-to-face or phone interaction, while others want to chat or send an email. Best practices state you provide it all. Here is your cheat sheet for success.

  • Phone Number – be sure to include the hours it is staffed, the time zone you are in, and if you are closed on major holidays.
  • Contact Form – let clients know when they can expect to hear from you.
  • Social Media Direct Messaging – you can put standard questions and answers within most D.M.s, but you must monitor it for unusual questions.
  • Chatbot – this option is only as good as the answers and A.I. systems you have put into it.
  • Email – sending an email to the company and support center
  • Help Center FAQs – This is useful if you get the same questions repeatedly.

“There is no doubt in my mind that customer Service TODAY is the exception and NOT the norm which I have experienced both personally and professionally. I can also attest and guarantee the ability to return prompt phone calls can increase and grow your company in a very significant way.”  – Timothy Dimoff

Timothy Dimoff Knows How to Treat Customers

Contact, Timothy Dimoff, Author Slider Image

Learn more about nurturing customer relationships with Tim’s Talk: How to Find and Retain Customers. Please contact Tim to schedule this critical talk for your organization today!

You can also purchase his book, The YOU in Business, for more insights and tips on how to build a strong business from the inside out.