Howdy calls, handwritten notes, birthday greetings show you care 

I recently reviewed an article about what Boston-area retailers were doing to promote customer repeat business and build their reputations for customer service. Here are some good ideas you might adapt for your agency. 

At Lord & Taylor, staffers invite special customers in on their birthdays for cake and fitting-room parties.  Moxie, a fashionable boutique, makes home deliveries.  Sullivan Tire and Auto Service service reps make telephone calls within a week to see if customers are satisfied----and offer a free re-do if you’re not satisfied. 

Barneys regularly sends handwritten “thank you” notes to shoppers for even the smallest purchase.  McCormick & Schmick’s calls some diners to make sure all was satisfactory. 

Great reason for providing above and beyond service 

The owner of Moxie says she looks for ways to give people fewer reasons NOT to shop.  

In today’s competitive insurance market environment, this is a great time to build a wall around your clients with thank you howdy calls, claims satisfaction calls, birthday and anniversary cards---maybe even home visits for renewals and referrals!   

Source:  Boston Globe article, “Retailers hope a little charm goes a long way” by Beth Teitell.