We appreciate our customers’ business and loyalty. Although we spend a lot of time focused on developing and improving our business, our priority is always retaining our current customers through business practices that benefit them.
It is imperative to a company’s success to have a sincere appreciation and retention program. In a recent study, 89% of consumers agreed that good service makes them feel positive about brands with which they engage, and 61% of customers share their experience with others.
Here are a few things we try to do to show appreciation to our customers:
Interactive Customer Service
Customer service plays a critical role in determining whether or not a customer will stay with you in years to come. In a constant effort to provide singular customer service, we refuse to wholly automate our responses to customer inquiries. Our customers can speak with our loan specialists and underwriters during every step in the process. This not only helps in addressing questions and concerns, but it also helps us build relationships.
Make Things Right
Issues will arise no matter how hard you try. It is vital to address issues in a timely manner; we believe in solving communication challenges with more communication. This is also an important step in discovering areas where you can improve and grow as a company.
Keep In Touch
Staying in touch with your customers, even after work is complete, shows that you care about building a relationship with them. It also is a reminder of your service and professionalism, leading to (we hope) increased referrals and repeat business.
With so much communication done electronically, sending a simple hand-written note or personalized gift can make a world of difference. We do this often to recognize loyalty and high performance, or simply to say “thank you”.