One key ingredient for increasing customer loyalty is building your customers’ confidence in your business. When a customer gives you an opportunity, they want to know they are in good hands. If you can gain and maintain a customer’s confidence, they will not only use your products and services, they will be more inclined to recommend your business to others.
Here are tips from some of our team members on how we build and retain our clients’ confidence.
Greg Jezard, President – We pick up the phone (no voice mail) and respond quickly to any customer questions or concerns. It gives clients confidence we are here to help. During weekend hours we have our “CFS Client Issue Response System” to handle any issues that may occur outside of business hours.
Kelly Newcomb, Vice President of Strategic Initiative – Our attention to detail is pristine, so much so that our clients rely on us to be an extension of their team.
Tony Pires, Vice President of Business Development – Nothing destroys trust and confidence more than breaking your word. There is a saying that for any relationship to work you have to “make and keep promises”; I think that is what I try to do with clients. Especially early on when they don’t know who we are and then consistently after they do know who we are. Confidence comes from trust, and until we develop that trust we cannot gain their confidence.
Maria Botsch, Client Solutions Manager – Each client is treated as if they were the most important client. We are always quick to respond to inquiries so all our clients feel like they are a top priority.
Bonnie Marvonek, Client Solutions Executive – We offer recommendations and suggestions for projects, as they rely heavily on us to be the experts for fulfillment, direct mail, print, and promotional materials.
Mary Latessa, Client Solutions Executive – Always follow up with the customer – whether it’s an order, an estimate, or just a quick hello, it helps to keep your name foremost in their thoughts. Also, keep their contact information up-to-date, it shows them that we care about their business.
Sarah Cappiello, Client Solutions Associate – One impressive example of our commitment to customer confidence is our transparency. Clients are invited into our office and even our warehouse to see behind the scenes what goes into making our partnerships work. This allows both the client and CFS to brainstorm ideas and potentially better solutions. We encourage both positive and as well as constructive feedback and use it to make improvements wherever possible.
Losing customer confidence can lead to disastrous results for your business. Always make it the highest priority to treat your customers the way you would want to be treated.
Need help with your marketing and fulfillment challenges? Give us a call at 800-466-9880 during business hours (promise you won’t go to voice mail!) and see how CFS will work hard to win your confidence. Want to learn more about CFS? Click here.
About the Author:
Tim Slattery is the CEO and founder of CFS, Inc. in Norton, MA. He has over 25 years of experience and leads a dynamic group of people who successfully deliver superior and flexible marketing solutions and product support services to our world-class clients. You can contact him at [email protected] or click here to connect with him on LinkedIn.
