Absolutely correct. Experience is much more than how majestically the
showroom is decorated. More than offering the customer Belgian
chocolates (personally I find that to be calculating and bit
condescending, give em what they came for). Its making them feel
satisfied even if they don’t make a purchase. Its making them think
this is the real deal.
Except that in group discussions you sometimes find people go with
the flow. They say what they think wants to be heard. Which isn’t to
say that the comments have or do not have validity. But if they are
using your name in a positive way that’s all that really counts.
A party discussion like this one is great for exposing your name to
new people. I think what drives repeat customers in general though
is the relationship you develop with them as individuals. Temper that
with the new $ realities we face. Sometimes even your most loyal
clients will jump ship for a better price, or better terms. I think
its wise to offer them whatever accommodations are appropriate
before they start looking around. Don’t give them a reason to shop
Personally I’m taking the viewpoint that, hey, its a buyers market.
If a new customer is going to hammer me on price and I’m willing to
go a certain amount…why would I not be preemptive and offer better
prices/terms/whatever to my established clients? They’re the ones
who keep me in the black the rest of the year. If anything they
deserve more. Considering that its much easier/cheaper to retain
customers than to find new ones I believe this is sound policy.
And hopefully I’ll be the topic at the next party.