Do you know what’s going on in the minds of your customers?
We’ve been talking about invisible signals a lot lately, but sometimes the signals are far from invisible.
Back in the day, my software company called every customer once a month. We didn’t do it because it was fun. We did it because we felt it was critical that we knew what was on their mind and what their concerns were that month. A tiny side benefit of this frequent contact was that they didn’t expect every contact from us to be a sales call.
During these brief calls, we engaged in meaningful conversation to find out how things were going. Any concerns? Suggestions? Any upcoming issues that we need to be aware of? How’s business? Is your wedding season booking going well? (or whatever)
If you don’t know what’s on your customers’ minds, you’d better find out.
PS: Paying an ESL speaker to call them is the wrong solution, by the way. Whoever calls the client needs to be a native speaker in the client’s language – no matter what it is. This is not the place to save a buck.