A Little Goes a Long Way
I got a pleasant surprise yesterday when I opened the mail--a letter from the Stamford Ford Lincoln Mercury dealership where I purchased my Lincoln MKX a year ago. The simple letter was from my sales rep, wishing me a happy one-year anniversary, adding that she hopes that I'm enjoying my car and that she and the dealership value my business.
Much to my surprise there was no survey attached and no offers for a discounted oil change or a tune-up, but rather a simple reminder of how that company values me. The letter made me wonder how many organizations let their customers know that they appreciate their business without trying to sell them something or elicit their feedback. Obviously leveraging communications for cross-sell and customer feedback are essential to growth. But maybe we should also all take the time to send a simple reminder via email or mail once every year to reach out to customers and truly let them know they're valued. It may have a far-reaching effect.
We all know that customers are a company's greatest asset, and they should be managed as such, but you can't manage customers unless you retain them. Stamford Ford Lincoln Mercury will surely retain my business now and for years to come.
Related Entries
