I once heard it best described this way. You make your fortune, not in the sale but in the follow up. This has got to be, not only the truest statement but also the smartest way to build a reputable business.

Many people think that it is only paying customers that come into this category. However, I want to point out this applies to people we have working with and for us as well. What I have just said is a point to remember as I give the tips below of what you can do to create a reputation of caring, loyalty and referrals given freely.

There is generally two types of customer care. One is short term follow up and the second is long term follow. It is good to have a system in place for both. In implementing your customer care programme, the key point I like to always have in front of me is this. People don’t care how much you know, until they know how much you care.

Lets begin with embedding this sign in front of us before we even get our first customer or person working with us or for us. People don’t care how much I know, until they know how much I care. If you get this tip, customer care becomes much more enjoyable, fun and consistent for you to do.

With short term customer care, it is as simple as staying in contact with your customer on a very regular basis. These don’t have to be lengthy phone calls or emails. You just want to touch base to see how they are enjoying your product or service. You are simply making sure they are getting results, guiding them and being a cheer squad if need be. If they are not happy with your product or service, give them solutions.

Another aim of short term customer care is to get as much information about that person as you can. This will be of utmost importance for long term customer care. Primarily with customer care there are only 2 skills you need to master. Number one, become an expert at asking questions. Number two, become an expert at listening and taking notes.

You may have noticed, people have a massive sign around their neck that says, make me feel important. Mastering the above two skills and adhering to them will make anyone feel important.

What questions do you want to ask and get answers to? A great place to start is finding out about their family. Their relationships, do they have children, how old, pets, birthdays, anniversaries. Are you starting to get the drift? Think about if you met someone, what would make you feel good about the questions and interest someone had in getting to know you better. It’s a great way to see the type of questions you’re after.

The key point now after figuring the questions to ask. When you start getting answers take down notes. Partners name, children names, pets names, make a note of them. Take note of birthdays and any other significant dates. Can you imagine, if someone is following you up with their service or product, they ask how is Johnny going (your childs name). Wouldn’t this person remembering this about you, make you feel important?

I imagine you are starting to get what short term customer care is all about in building trust, caring and loyalty. When you have a customer that has this with you, they have no problem in referring their friends, co workers, family or anyone else they speak to, to your product or service.

Not all customers will purchase off you consistently, however if you have a consistent and solid long term customer care programme, your existing customers will continue to come back to you when they do need your product or service again. So lets give you some tips on what a long term customer service programme would entail.

This is where the information you have on your customer comes into play. Send a birthday card on your customer’s birthday. Send a Christmas card when that time comes. Send a special discount promotion for your customer to use in their birthday month. Set up a consistent newsletter mailing programme on a monthly, bi monthly or quarterly basis.

Your newsletters could include valuable tips and guides pertaining to your product or service. You could also feature a promotion to a particular product or service you have. You could also feature new testimonies of recent customers. Make sure you have customers permission to use their testimonies.

Customer care is all about showing you care and maintaining contact. Remember people don’t care how much you know until they know how much care. Lastly remember, the fortune is in the follow up.

My name is Claudia Paddison. For well over 10 years I have been in the business of helping & inspiring people achieve their dreams. Visit my business at http://www.freewealthinformation.com