Sometimes it’s the little things that make a difference…
So, is the recession over yet?
I keep hearing people who are supposed to know say that it is. Yet looking around, I see stores closing, people losing their jobs, and I have to think that it probably isn’t.
Which presents an interesting dilemma for the companies still in business: How to retain the customers they currently have and maybe even pick up a few?
Some have resorted to slashing their prices either through coupons or constant “sales”.
Some have created loyalty programs to reward customers who stick with them.
Some have just started trying to deliver better service by doing little things that don’t cost much but result in goodwill.
In the last month, I have received phone calls (granted they were automated, but I was still appreciative) from several stores where I bought products they were recently recalled.
My son is five and I know that I have bought plenty of products in his five years that were recalled for one reason or another, sometimes due to the death of a child. At one point, we owned a Ford Explorer where all five tires were recalled.
Yet not once had we received a phone call, automated or otherwise, letting us know of the danger of these products. Not even when we filled out those little registration cards that come with many products – we might get a letter then (often weeks after the recall was made public), but never a phone call.
So to those companies who have decided that providing added value is the way to survive the recession (or whatever we are calling it at this point), I say “way to go”. I for one value these little things and keep them in mind when deciding who will be getting my business.
What things can a business do to keep you as a customer when times are tight?
This is very true. The value that companies add to product can be priceless. I love that the companies who recalled items in the recent months took the time to call you — even if it was automated. It makes a big difference. For example, its nice to have people greet you smiling when you walk into a store. Its the little things that help make a day better, make an experience better, or make a product and company better.
Thank you for reinforcing that.