We Prefer New Customers But Thanks Anyway for Your Loyalty | #custserv
by Kate Nasser |
Business leaders and teams, are you telling your existing customers that you prefer new customers? Before you quickly answer no, think about what you do to attract new customers.
Reward Loyalty or Your Message Is We Prefer New Customers
I called my cell phone service provider. The rep greeted me with thanks for being a loyal customer. When I asked about a great deal they were offering new customers, he quickly said no you can’t have that. It’s only for new customers.
I asked, what do I get for being a loyal customer? The rep replied, we thank you for being a loyal customer. I said, you mean the only thing I get for being a loyal customer is your scripted thank you?
Then I asked to speak with a supervisor who told me the same thing. I then told a manager you shouldn’t give new customers great deals and take us for granted. The manager finally gave me a great deal.
Think About What You Offer New Customers
Lower prices? Why? To build their trust? Then ask yourselves, what are you doing to sustain current customer trust?
More flexible interaction and policies? Loyal customers deserve this too.
Extra gifts? Why not give loyal customers thank you gifts instead of a scripted thank you?
When you treat new customers better than loyal customers, you look selfish and greedy. You lure customers in with lower prices just to build your sales. In the end, your loyal customers will leave. They realize you care about yourselves not them. You lose their trust and their business
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2017 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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