Customer Success — Making customers your friends
A while ago I read this really great quote that has stuck with me ever since:
“Don’t make your friends customers, make your customers your friends.”
I can’t exactly recall where I read this — so if it’s yours, thank you. I cannot think of a more accurate way to conduct my customer relations on a daily basis.
Let’s talk about the first half of that quote first. Now I’m not saying that trying to bring your friends on to your business is a bad idea — if anything they may be your first supporters and help propel you into success, but let’s be honest… friends like benefits. Benefits then turn into privileges that turn into rights, and since “they know the CEO,” well then how does anyone say no? If you’re going to jump into business with a friend, make sure that both you and the other party is aware of where friendship ends and business begins.
So how is this different from turning your customers into friends?
People like being looked after
Isn’t it nice when someone asks how your day is? Guess what — your customers like it too. Adding a personal touch to your responses makes people feel loved and looked after. Avoid simply answering their question with a yes or no, but add a little fluff to it. As you establish a relationship, you’ll get to know more about your client, who they are as a person, and what their likes and dislikes are.
