For any business, big or small, new or seasoned, successful or struggling - ask yourself this question;
Have you called a customer … TODAY?
Sounds simple, doesn't it, most of us never do it. I first heard about this simple concept from my accountant, Mackey McNeil, who by the way does an excellent job at customer service. She has had a policy at her company, Mackey Advisers that her staff had to "hug" (contact, send a note, call) two clients a week. Sounds like a simple and easy policy towards enhancing the way to that "customer service" garden. Actually, if the truth actually be known, I secretly mentor her - no weirdness intended. I like how she runs her company and try to emulate areas that apply in my own business. We should always keep our eyes and ears open to learn.
Anyway, we get the job delivered and that's about it till the client calls again wanting another sampling of our product or service - in our case, photography. Why don't we "till" our customer service garden more frequently? Customer service should NEVER stop once the product or service is delivered. Customer service is a CONTINUING process for each and every customer! We should NEVER let go if we want them to come back.
Too many businesses spend WAY too much time looking for new business when the past and current clients are ready to engage us right now. It about time, especially in today's business climate, that we go through a paradigm shift in our thinking about our client connects. No longer do we or should we have a "Here Today, Gone Tomorrow" attitude towards our customers. We should never think, "Oh, that was one of my past clients."
Folks, we should never have "past" clients. They always need to be current clients and we keep them current with the occasional phone call, card or note from us personally or at least from someone on our staff. When that customer is looking for photography again, who do you think they are going to call first? Will they take a chance on someone unknown to them or will they contact their friends over at David A. Ziser Photography?