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In addition to your assigned sales representatives, train all of your other employees to occasionally call your customers and tell them thanks in person so they hear a human voice. You are calling not to bother them but to personally thank them for their business and they are welcome any time they incur problems to please feel free to call you directly if that is what they would prefer. This is not to say everything must be accompanied by a telephone call but important events for each customer should be handled this way to show your appreciation. Remember that many of these situations for the customer should be handled by the sales representative but it is good the customer has other people he may call if he needs to.
Reasons to call customers and thank them on the telephone:
- Anniversaries: Call them to tell them it has been ten years this week since they began buying, you appreciate their business and you are sending them a credit to use on either their next payment or next order.
- Price corrections in their favor: Call them to thank them for their order this month but their prices on their purchase order are incorrect because you have a sale going on with those specific products. Let them know of the discount and tell them thanks for the order.
- Credits available: Call them when they have rebate, manufacturer’s credit or anything else that they may not know about that will save them money. Identify yourself and tell them if they have any questions and they cannot contact your assigned sales representative, to call you directly to get action.
- New sales representative assigned: Call them to tell them of a new sales representative, his contact information and to let them know you are forwarding their purchase history to his attention. You also have asked the new representative to review their pricing and to review it for potential volume discounts if they are interested. Offer to send their purchasing history if they ask for it.
- Increase in credit limit earned: Call them to tell them you received their timely payment and because of the last year’s payment history, their credit limit has been raised from $100,000 to $200,000. Tell them you will follow up the call with an email in writing to confirm this for them. Again, thank them for their business and excellent payment history.
- Returning customer calls: Call the customer when they have called you on the telephone and left a message. Do not just send back an email. Return a voice call with a voice call out of courtesy.
