We recently went to Vancouver B.C. for our anniversary, walked in the room, and found a cake and a bottle of wine – gifts from hotel management. My wife said she was “touched.”
We’ve stayed at this place (Lonsdale Quay in North Vancouver) many times and this was our first visit since Covid. Not sure if they had our history in their records but what they did was make a great impression at a small investment. An investment in customer retention.
So, what do you do to keep customers or get them to do repeat business? I’ve always felt it pays off big time to help people, even after our agreement has ended. Those little things like advice or an introduction come back exponentially. Other examples include:
- We like to host networking events.
- Every year I get a holiday bottle of wine from Greg Russell with PRKL Law.
- Others send things as a thank you for our business or for referrals (we encourage a donation instead of a gift card for referrals).
There are a lot of little things we all can do and should do. One thing we don’t do is send Christmas cards. Instead, we take that money and donate it to a couple of our favorite charities.
“I have no possessions so real as those which I have given away to deserving people.” Seneca
