A Lesson in Retaining Customers
I just returned from four days at the beach with my family and relatives. Even though I unplugged (no wireless in the condo), I’m always on the look out for smart business practice and interesting stories to share here. I was pleasantly surprised with the owner of our privately owned condo so I want to share a story in customer satisfaction.
We entered our condo starry-eyed. Oohing and aaahing our way in, I noticed on the kitchen table (overlooking the ocean waves in our front yard), an envelope that said “The Boyle Family,” and a box wrapped in tissue paper.
With curiosity I opened the card. Inside was a hand-written letter from the owners of the condo, welcoming us and genuinely wishing us a great stay. I already was touched. Then I opened the gift and there was a small photo album, with a beach theme on the cover. The letter explained the photo album was for all the pictures we took on our trip.
This is a simple gift and was very personal. Not only was the condo clean and beautiful, but the owners also greeted us when we first arrived and asked if we had any questions. The best part to me, was this gift and hand-written letter. I always say, it’s the little things that mean the most.
This started our trip on a good note and we ended up talking about the gift throughout the trip. We were impressed. Talk about incentive to come back next year.
What other examples of personalized customer service and attention have you experienced? What tactics are useful in retaining customers?