Customer Communication: 5 Reasons to Initiate Customer Contact

Successful Business Owners Balance Customer Communication

As business owners, we are constantly walking a high-wire between getting the word out and beating our customers over the head. Of course, we want to do the first without ever doing the second. So, how to judge how much customer communication is just right? Here are five great reasons for engaging your customer.

1.     Event. As the saying from Field of Dreams goes—“If you build it, he will come”—if you’re planning an event, let your customers know. And it’s OK to use multiple forms of contact (e.g., web announcement, email, postcard, twitter, facebook, etc.). Not everyone pays attention to every form of contact; we all have our preferences.

2.     Info. Get the word out fast. If you’ve added, changed, or improved upon your services, your customer base will want to know that you’re working hard for them. Earn their business by communicating and creating a dialogue.

3.     Coupon. Incentives, incentives, incentives! Let’s face it—in this economy, we’re all looking for a deal. So give them one. Coupons and offers are the best way to reel in a bigger customer base and create a word-of-mouth campaign.

4.     Follow-up. Whether it’s good, bad, ugly, or something in between, always touch base with your customers. Thank them for their loyalty and apologize (Yes, I said it!) when something goes wrong. A simple, “I’m sorry” goes a long way to recognizing your customers’ needs rather than sweeping them under the rug.

5.     Cancellation. Your customers’ time is just as valuable as yours so, for goodness sake, please inform your clients when something has fallen through. They may be disappointed, but at least they’ll remember you for extending some respect instead of disregarding them altogether.

Follow these five rules of engagement for customer communication and your customers will appreciate your loyalty.

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