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In the first part of
this article we talked about how important it is for
your customers to know that they are special and
important to you. The first step is to make sure
that they know they are important when they buy
something from you.
The second step is to make sure that they know you
remember your customers after they leave. To do
this best, you need to keep some sort of a record of
all of your customers.
Usually it is easiest to do this with some sort of
customer database software. There are lots of
customer contact management programs that are easy to
learn and use for this. Act and Goldmine are two
of the more popular ones. You can do something
really simple in Excel, or in Word, or just on a pad
of paper if you want to though.
However you decide to set it up, here's what you want
to have when you're done. Your records should
keep track of your customers name, address, phone,
email address, when they purchased last from you, how
many times that bought, and how much they have paid
for their purchases from you. There are more
things that you can do, but this gives you the basics
for what you need to do.
Once you have this, you can keep in touch with past
customers easily. You can write, email, or phone
them to stay in touch. You can send them a thank
you note for their order. You can give them a
quick reminder when you think that they are running
out of a product and might need a refill. You
can send them an anniversary note a month or a year
after their first purchase from you. You can pay
special attention to your best customers who bought a
lot from you (or who buy from you over and over
again). You can let your newest
customers know about other products that are similar
to what they just ordered. There are hundreds of
Instead of just saying "Thank you, please come
again" when someone becomes your customer, let
people know that they are special to you. Then,
make sure they remember you (and how special they are
to you) later.