4 Easy Ways to Show Customers You Care

Adi Young

Written by Adi Young @ Eight Zero

Every marketplace has its own dynamics and, even if your small business has cornered a niche, the competition will always be snapping at your heels. Attracting and retaining customers - turning them into loyal fans of your brand - is key to growth. That is why consistent good customer service matters. By ensuring your customers know you value them you will build lasting business relationships.

Here are 4 easy ways to show customers you care - without breaking the bank.

Personalise customer service

While it has long been a fact that personalised marketing has a higher conversion rate than impersonal advertising, what about your customer service? Addressing customers by name builds the relationship. You can enhance the way you personalise customer service by not just remembering names but by remembering previous transactions and, perhaps, personal information the customer has told you in the past. This attention to detail can turn a casual client into repeat business.

You may be wondering how you can achieve a higher level of personalisation, particularly if you run a small business and resources are tight. Check your database to see if there is a space for you to leave notes. If not, there are plenty of free apps you can use to keep records. OneNote and Evernote are among the options. Notes can be accessed by your people and used to connect with customers on a more personal level.

Keep your customers in the loop

Keeping customers informed is the cornerstone of good customer service. That means replying to customers when they contact you. Not responding to a customer service request can give clients the impression you are ignoring them and don’t care about their business. They may even worry that you haven’t received their communication. A prompt reply can stop a simple problem from escalating - and keep customers happy.

Always send customers confirmation that you have received their request. Include contact details of the person dealing with the issue and give the request a reference number. This will make it easier to track correspondence and give customers confidence in your business. They will be assured you are taking them seriously. Everyone likes to know they are being listened to. It is your job to ensure customers know they have been heard.

Make it fun

In a highly competitive world, the customer experience is everything. That is why many businesses use laughter as part of the customer service experience. Injecting a bit of fun into business is a sign of caring. A great example of this, albeit on a grand scale, is KFC’s tongue-in-cheek apology to customers after hundreds of its outlets ran out of chicken. A rather cheeky play on words in newspaper adverts had angry customers eating out of their hands - and laughing, of course.


Not all business exchanges need to be serious. Using appropriate humour will bring you closer to your customers and further build relationships. While you should never make fun of a serious mistake, making contact with your business a fun experience will enhance your brand.

Go the extra mile

The best form of advertising is word of mouth. If you can make your customers fall in love with your brand, they will tell others how great your business is. By going the extra mile you can keep customers engaged. If you are wondering how you can add to the customer experience, consider offering a free gift or discount when a customer makes a first purchase. Take the trouble to record birthdays and send your customers a physical card. Receiving something through the post is a much more personal way of engaging with people in a highly automated world.

Being consistent, honest and transparent should be the core values of customer service. If you can master all three, your business will go far. Ignore your customers or fail to engage with them and they will look elsewhere. By making great customer service a priority, you really can beat even your biggest competitors.

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