When is a customer your customer?

Monday, April 28, 2008  by Lynn Wendyger
Category: Technology, customer experience, customer management, Ditto, Personal Websites, customer loyalty

I have heard several experienced retailing IBOs say that they do not consider someone a customer until they purchase multiple times. Furthermore, they don't tell customers about their Personal Websites or suggest Ditto until a relationship has been established and the customer is loyal to at least one product.  Even then, technologies such as Personal Websites and Ditto do not replace the personal touch and personal service.

This makes sense, and sounds similar to many of the comments you have posted.

So what is your marker for when a customer truly becomes a customer? How many purchases?  Do you ever suggest Ditto to a customer, and if so, when do you bring it up? Do you have a way of qualifying which customers would be interested in Ditto? Do you give your Personal Website domain to all your customers, or just some of them?

Putting yourself in your customers' shoes, what is it about their experience with you and the products that creates loyalty and trust?        

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Comments

# Bridgett said on April 28, 2008 5:59 PM:

A customer is someone who buys a product from me.

I tell them about my website immediately.

I place their first order for them.

I follow up a day or two after they get their order.

I send a thank-you card (hand-written and through the mail) for their business.

After they have ordered two times, I SHOW them (not explain, but show) them Ditto. Do I force them on Ditto? No, but I DO sell the benefits for THEM of this feature.

I sample out products. I guide them. I give them info the way THEY want it--in person, over the phone, via postal mail, via email, via text.

I fulfill their orders the way they want. Always encouraging the free shipping, right to your home approach. Yet knowing that I'm there to meet them at THEIR comfort level.

I find that starting off small ($75 orders) with one product line as opposed for going for the whole shopping cart, has yielded a higher number of repeat customers. And these customers are willing, as trust is built, to try other product lines, buy more, and refer others.

When they refer others, I ask them if they would like me to approach these people, or if they are interested in starting their own business.

I learned something this weekend from one of those "evil" System functions, from once of those "greedy" Diamonds ;)

About providing excellent service to our customers, it's about their expectations.

1) Are they satisfied?

2) Are they going to come back?

3) Are they gong to bring others?

Deliver 100% of their expectations and you'll get #1

Deliver 120% of their expectations and you'll get #2

Deliver 150% of their expectations and you'll get #3

# Lynn Wendyger said on April 29, 2008 8:11 AM:

Bridgett, thank you for sharing your insights and practices.

It's easy to see why you have loyal customers.  

# dreambigID said on May 4, 2008 3:50 AM:

I find that many times, even if I call a customer once a month, they'll continue to order that one-single product each month.  For me a customer is a customer.  I've had many one-time customers as well.  However, after a customer has placed an order with me 3 or 4 times, I'll ask them for a referral.

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