No likes being ignored. Communicate with your customers, keep them informed of what you are doing, new products and successes. Newsletters are a valuable tool, complementing occasional human contact. Don’t forget the latter, an occasional telephone call or better still make time for a chat over a coffee.
Customer loyalty should be rewarded. Loyalty schemes are not difficult to implement. A free gift, a Christmas card or an invite to Golf day or similar, demonstrates that you care and can help to build stronger relationships. If relevant have a scheme to encourage and reward leads.
Have details close to hand. If a customer calls and you don’t know who they are, what they buy or do, they will not be too impressed.