Have you seen those AT&T commercials with the mom chastising her kids about their lack of appreciation for rollover minutes? I think they’re hilarious. Of course they’re meant to remind us of how, as kids, our moms would get on our cases for not finishing our food, and run the whole ‘there’s starving children in Africa that would appreciate that food’ routine.
Well the same thing can be said for businesses that don’t appreciate their ‘rollover customers’ – meaning, those customers who have bought from you more than once, or buy from you regularly and consistently or those that regularly refer business to you.
By looking at your Order Management System, you should easily be able to see which customers have given you repeat business. Try to do this once a quarter or at least once a year. Spend a few minutes composing a note of appreciation to your repeat customers, it could be a standard email or a personalized handwritten note. If you want, you can send them a little token of appreciation like a discount coupon for your business, or a gift certificate for a local movie theater, shop, or restaurant. What you send doesn’t have to be elaborate or expensive.
Saying thank you isn’t something you have to do, but I bet there are some starving businesses out there who wouldn’t mind showing some appreciation to those rollover customers. See how Wufoo woos their repeat customers.
photo by SnoShuu (Flickr)
