Do you want to increase your sales in 2012? That’s a big, fat yes, right?
Did you know that it’s easier to keep current customers and turn them into repeat customers than it is to get new customers? It takes less time and money to focus on your current customers than it does to bring in new customers.
In this week’s video, I detail how you can focus on your current customers in 2012 to turn them into loyal, repeat customers.
I’ve also put together a handy worksheet to make this even easier for ya. You can download it here. {You need Adobe Reader in order to download the worksheet.}
I’d love to hear how you’re going to make your customers feel extra special in 2012 in the comments below.
Quick Announcement:
In January, I’ll be launching a group coaching program for crafters, artists, and creatives who want to turn their passion into a business. It’s a simple, straight-forward course that will walk you through each step to setting up a successful creative biz. Want to know when it launches and get in on the special only for newsletter subscribers? Sign up below.
I couldn’t agree more! The handwritten notes are really important! I always write one…and when I get one, it makes me smile! 😉
You didn’t talk too fast…I always enjoy your videos with useful advice! So, what did you buy your honey bun? I’m just curious!
Handwritten notes are so simple to implement and they make a big difference!
Thanks! I got him these cuff links: http://www.etsy.com/listing/75257203/men-cufflinks-wood-slice-rustic-wedding
I just loved them 🙂
I can totally see why! 🙂
Love the bookmark idea! Great stuff.
Glad you like that idea–it’s something that constantly reminds me of that artist!
Hah, the end totally made me laugh. I know how that feels 🙂
We all have those moments, right?
This is so true! I continue to buy from certain brands because that treat me like gold. Those extra little gifts (postcard, key ring, note, etc.) are what makes me feel appreciated as their customer and everyone loves to feel special.
So I thought about that concept and implemented it in my brand right away. I send out my orders in pretty luxury rigid reusable boxes, I add a 10% off coupon towards their next purchase, and I add a postcard for them to use which features one of my hand drawn prints that is also used in our collection. But I also want to think of some kind of unique “thank you” gift or touch that is more related to my industry which is fashion. For example, the recipe card for kitchenware products is perfect. Anything come to mind?
Thanks for sharing what you do to make your customers feel extra special. It always helps to hear specific examples when you’re trying to think of your own.
Hmmmmm….fashion related gifts…here’s what comes to mind: You could photograph different ways of wearing something and include them on a card. For instance, if you have a skirt that sells really well, you could put it with different tops, shoes, and accessories to give people ideas on how to wear it. I always love seeing the mannequins in stores and when different items are put together, because it gives me ideas that I wouldn’t necessarily think of but really like. I don’t know how difficult that would be–but you could also use the pictures on your website and blog. Another idea is to send a free accessory to repeat customers or customers who buy a certain amount worth of your products. So, if someone buys $400 worth of products OR has bought from you more than twice, you could include a free clutch or necklace or ring or something.
Those are the ideas that come to mind right away, but I might think of more as the question percolates in my mind 🙂
Thanks for the great ideas! 🙂 I like the one with the card with style ideas and now that you mention it, it is a great way to cross-sell other products. I’m definitely going to get a jump on this mini project.
As I am just beginning in 2012 to work on my home based business, you have given me much to think about. I often think about my online presence, but now I am thinking about that personality spreading out into my packaging as well. Thank you! ~Kelly
You’re so welcome! I’m glad it was helpful.
Thanks April ! It’s true that the packaging does wonders. In the past I ordered some things from an etsy seller. All this person did was send the items to me in a ziplock bag. I didn’t feel the same connection I did when i received a nicely packaged one.
The extra care that goes into packaging does set one apart in the customer’s mind .
And no , you didn’t talk too fast .. I like to think of it as talking with passion 🙂
It makes such a difference–and little things can make the difference. You don’t have to spend lots of money to make the packaging extra special. For instance, a customized stamp that you use to decorate the outside of packages might cost you $20-$40, but you use it over and over and it’s a one-time cost.
I really appreciate your time and energy to help others, like myself, achieve our goals. I am grateful.
Liz Day
P.S. I like the second ending better! 🙂
Thanks for your kind words Liz–that’s really appreciated!
P.S. Hahahahahaha 🙂
Thanks for this. It made me feel good about what I am doing! I hand make my shipping envelopes by sewing recycled grocery bags with colorful thread…then stamp a rose design around my shipping labels that is similar to my business cards. My thank you email is sent the same day as their purchase with expected date to be sent, but after watching the video, I may put my current turnaround time in the message to buyer so they will get that with purchase. I also wrap all my clothes and accessories in tissue with a handmade thank you tag that I make with recycled pictures, papers, laces and stamps. Also, anyone who spends over a certain amount, I send a coupon code for the next purchase….I am thinking about making a survey for FB or my blog asking about what drew them in…photos, description,…suggestions for this coming year. Any thoughts about that?
That sounds super interesting Kathi! Love that you use grocery bags and sew them together. It’s sounds like you make your customers feel really special.
Yes, definitely survey your target market regularly! It’s critical to get feedback and adjust things from there.
Thank you for this video! I keep thinking about new customers that I totally forgot about the ones I do have! I’m sending a package out today to a repeat customer so I will definitely be taking this helpful tips & adding a lil bit of specialness to the product! =]
We tend to be constantly thinking about how to get new customers. That’s only natural for business owners. But, treating your current customers really well usually means that you don’t have to work as hard to get new ones.
hahahahahahahahahahahahahaha you + Kris should seriously do a comedy number! I’m in the floor laughing! Thanks entertainment time hehehe!
You two are too too funny, for realz! And the fact you never see Kris face hehehehe… OMG even better than Howard’s mom on Big Bang Theory!
Isn’t Kris so funny?!?! I love him and his fantastic sense of humor. Glad this one was entertaining for you!
Hi April, I loved this weeks video. My big aim for 2012 is getting more repeat customers and your ideas really helped to get me thinking about other ways to do that. Thank you 🙂
So glad it helped with one of your goals!
Thanks April – Great ideas and the timing was perfect. My shop has been opened a year and I wanted some ideas to thank all my customers. I always include a hand written note, but I
think a little something in each package would be awesome.
When you come up with that little something, I’d love to hear what it is. It’s always inspiring to hear about what others are doing.
As always – useful advice. I was just putting the finishing touches to an order when I saw your email – so will be adding an extra postcard to the handwritten note that is accompanying the Espadrille purses and pencil cases.
Thank you April and best wishes to you and your camera man for a very Happy New Year.
Yay for handwritten notes! Your customer will love it.
Thanks for the well wishes! Happy New Year!
Thanks, April! I totally flipped during the video because my name is “Adriann”, not one you hear often, but there it was! I love including notes already, but the bookmark/something extra idea is great. Any thoughts on reusing packaging? It makes it not as pretty, and I of course give my customers the option of spiffy new packaging, but for the sake of the planet if I can reuse a box or bubble wrap I will.
Great tips as always, April!
I think you’re so right about this subject and I have to say that’s one of my favorite things about
having a small business. The real connection with customers.
I pack safe, beautiful and eco-friendly with a thank you note and I send a shipping notification email with personalized message.
Plus I offer a coupon code for next purchase!
If they appreciate my creations they deserve the best 🙂
Happy 2012 to you, your family and your readers!
Thanks! I do include a coupon code on the back of my business card and wrap my items with tissue paper and close it with a fabric sticker (that I make myself from pieces of scrap fabric and double-sided tape – I’ve actually had one customer ask me how I make them!). I include a note hand-written on their printed receipt (although this has got me thinking about somehow making the note itself more personal). I then wrap the outside package with decorative tape (I think it’s partly for me too – it makes packaging so much more fun! ;D It’s definitely gotten attention at the post office from all 3 tellers! ha!)…. I think I need to focus on updating and adding details to my communication. Thanks again! =D