By Lisbeth Calandrino
No matter how old I get, I still like the idea of New Year’s Resolutions. There is something about it that makes it fun and gives me something to look forward to. This year I have decided to be very specific. I will spend time learning how to get closer to my customers.
The only way this will happen is if I change the things that make me uncomfortable. I have to change my attitude and outlook. There are certain things I fight—much of it has to do with changing social media. I learn it and then things change and I’m lost.
I admit to having a new desktop computer that I rarely use. The one I like is 10 years old and it is likely to quit any day. (Yes, everything is saved to an external drive.) It turns out I love the keyboard, so why not just change them out?
Another resolution is to learn how to present power point from my iPhone. Unfortunately, neither the Geek Squad nor the Apple store has anyone who knows how to do this. I met a young man at one of the computer stores who said he will teach himself how to do it and then set up a course for me. He said he has had several people ask him how to do it.
My web developer suggested I do short, weekly podcasts and ask for donations. What? He has someone who is doing it and has a huge following. Will I have a huge following? I do not know but it is time to find out if anyone out there is really listening. I will also step up my YouTube and Twitter posts.
I am embarrassed to admit that it took me six months to decide to learn how to enter a customer’s name into my Follow Your Customer account. (Follow Your Customer is a powerful post-sale marketing tool no one should be without.) I just did not want to learn it; it was not easy and I prefer easy. Follow Your Customer has been one of the most valuable investments I have ever made when it comes to connecting with my customers.
Your customers want to hear from you and be part of your life, but it will never happen if you do not stay in touch. Have you ever heard that consistency is the best salesmanship? Consistency is surely the best customer service. It is time to stop and acknowledge that customers have tremendous power over us. Their choices are endless and they have no reason to be loyal. We are only as good as our last blog or Twitter post. We have heard over and over again the value of Twitter, Facebook, LinkedIn and Instagram. Are you maximizing your relationship with these social sites? I know I can do better.
We all say we want more customers, but are you invested in doing what it takes to obtain them? It takes time and effort to build a following. I look at my number of followers and realize ‘they own me.’ It has taken time for us to connect and it’s time I give back.
It is important to understand customers are worth money. They buy my products and have expectations about our relationship. It is exciting to know customers want to hear what you have to say, and they are willing to follow you.
I love my customers—it is time to show them how much. What about you?