This article first appeared on June 1, 2011.
How long has it been since you spoke to your best customers?
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Not sent them an email, or an invoice or some sort of transaction-related document, but actually talked to them?
If the answer is more than three months, then you’ve got some catching up to do.
Keeping in regular contact with customers is crucial, but this should go beyond electronic communications.
Personally “touching” customers in some way – with a phone call, a meeting or a simple coffee – is essential if you want to maintain a strong relationship.
And don’t make up some fake reason for getting in touch. Just be upfront with the fact that you are making contact purely to find out how they are and whether they are happy with the level of service you are providing.
It may help to plan these “touches”. Set up reminders so that you make contact with one or two customers each week – this will ensure it becomes a natural and regular part of your routine.
Get it done – today!