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How to earn points from your customers

I can be really in love with companies who are kind, eg. if the staff do something extra for me. If they call and ask me if the stuff that I bought is working properly and if I'm happy with my purchase.

These companies are so smart and talented. They know that I will tell my colleagues, friends and anyone who bothers to listen. Some people might say that they are conniving and cold - I would rather say that they do their job all the way - even after their cash register has gone “Ka-ching”.

Today we'll talk about what you can do to earn points from your customers.

What you can do to accumulate points that makes others want to talk about your business:

You get points for paying attention
Concern yourself by showing your knowledge. It's easy. If you sell computers, then you're probably good enough to develop a questionnaire where customers can answer questions about what they are going to use the computer for. That way you can decide which computer your customer actually needs. The customer wants the computer that he/she needs, not your most expensive one or the one that you have the highest margin on. If you can make the customer feel secure and trust you here, you will get something that is worth more than 1 000  extra dollars today - a long term relationship and lots of advice - perhaps a better night's sleep as well.

You get points for clarity
Yes, it's true, oddly enough. Be clear to customers. Make a customer list that you show the customer. Say:”This note is the most important thing you'll get with this purchase.”The note should contain everything you offer and warranties to the customer. It must be clear and have nothing that causes reservations with ”small print text”. Stuff like that.

You get points for continuity
Create your own tradition that customers learn to recognize and don't want to be without. When winter is at its most hopeless, and you are tired and frozen, you can give your customers a little taste of the sun. Send a pot with seeds of any typical summer flower and encourage them to hold on (spring isn't all that far away) or send delicious lunches or a fun gift when you know that they are buried with work.

You get points for the unexpected
Everyone likes to get things for free and if you are selling a bit more expensive products your customers expect you to throw things into the bargain. There are no surprises. Anyone who wants to give the customer a surprise would throw in a present after the purchase. It's easy. Just as the client is on the way out the door with the package you say:
- “That's right, you need some nice pillowcases for the new wider bed. Please, pick some from the shelf over there”. This way you show your customer loyalty even after you have received the customer's money. The goal is that the customer will leave you with a story to tell others and, above all, feel satisfied with their decision to buy from you. Don't give the customer a chance to go home and start thinking twice about whether it was smart to buy your product or not. And it doesn't matter what you sell, you can always throw in something extra after the purchase.

You get points for smiles
It's important to point out that a smile is not only a muscle movement, but an expression of appreciation. I think smiles originate from enjoying what you do. And how do you enjoy what you do? By doing things that you like and if you do something you don't like, you have to try and do it in a way that makes you like it.”Fun at work”  is a small, but oh so true saying.

All these things must be put into practice and there is an easy way to do it: Imagine from now on that every customer who contacts you does it because he/she actually is a journalist who wants to write an article about really great customer services.

About the author

Stefan Ekberg has worked in marketing for small business for 20 years and has written around 30 books on how small business owners can market themselves with limited resources. . In 2012 Stefan was nominated as Entrepreneur of the Year in Stockholm.

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"The 5 minute marketer" - the book
You run a small business and you want to get ahead of the competition, but how can you give resources to marketing when you're short on time and the budget is tight? The solution is here! The 5-Minute Marketer is packed with 395 tried-and-tested ways to market your business in 5 minutes or less.