Providing Good Customer Service: What to do for Customers Met Years Ago?

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Discussion Overview

This thread explores various approaches to providing customer care for past clients, particularly those who have not made recent purchases. Participants share their personal experiences and thoughts on how to reconnect with customers while ensuring the interaction feels genuine rather than sales-driven.

Discussion Character

  • Anecdotal
  • Opinion-based

Main Points Raised

  • One participant expresses concern about being perceived as intrusive when reaching out to customers who haven't purchased in a long time.
  • Another participant shares their approach of being honest and straightforward when contacting customers to update their information.
  • Several users mention the importance of confirming customer satisfaction with products and inquiring about their needs during these calls.
  • One participant notes their intention to train their team on customer care from the beginning of their journey.
  • Another participant references a recorded teleclass that discusses customer care, suggesting it could be a helpful resource.
  • One participant shares their plan to organize customer information while multitasking, indicating a proactive approach to customer care.
  • Another participant mentions a customer care sheet that was shared in the community, highlighting the collaborative nature of the discussion.

Areas of Agreement / Disagreement

Views differ on the best approach to reconnecting with customers, with some participants focusing on the importance of genuine communication while others emphasize the need for organized follow-up.

Contextual Notes

Participants share experiences from various lengths of time in their consulting roles, indicating a range of familiarity with customer care practices.

Who May Find This Useful

Consultants looking for insights on customer care strategies and those interested in sharing experiences related to reconnecting with past clients may find this discussion beneficial.

P
PamperedK
Silver Member
Messages
1,126
I'm going to be printing my entire customer list and working through it to do customer care. Now I know I'm thinking far ahead, but I'm just wondering...if I call all these people between now and Christmas and then next summer I do the same thing - print all my customers and call them all...what am I saying to people who I spoke to a year ago who haven't purchased anything since the show I met them at 2 years ago?? I'm sure I know the answer but I'd like to hear some ideas from you guys. My biggest fear is that people think I'm calling them just to "harrass" them for a show...when really I just want to provide good customer service.
 
When I did this earlier in the year, I kept as close to honest as I could:

"Hi, this is Margaret from The Pampered Chef~do you have just a minute?" I am going through all of my files from the last 8 years to update customer information..."

then I proceeded based on their answers.

I got ALOT of wrong numbers, but just keep plugging away!
 
  • Thread starter
  • #3
Ok so basically just making sure you have the correct info, are they using / enjoying their products? Is there anything they need? Would they like to hear the specials? That kind of thing?

Sorry - I'm still new to doing CCC unfortunately. That is going to change with my team. I am training them to do CCC from Day 1!!!
 
there is a recorded teleclass on Consultant's Corner that addresses the CCC.....but it sounds to me like you have it under control! What you said is exactly what I have done...now just to actually pick up the phone & do it!
 
  • Thread starter
  • #5
I'm going to do it! haha

As soon as I get the phone numbers INTO PP!! I have a stack of old receipts that I have to put into PP. I'll be working on that while I watch TV after calling time this week.
 
I did post it recently, but I think I originally got it from there too!
 

Frequently Asked Questions

How can I reconnect with customers I met years ago?

Reconnecting with past customers can be done through personalized outreach. Consider sending a friendly email or message, reminding them of your previous interactions and offering updates on new products or promotions. A personal touch, such as referencing a specific product they purchased, can make your message more engaging.

What should I do if I don't have their current contact information?

If you don't have their current contact information, try reaching out through social media platforms where they might be active. You can also consider hosting a local event or online gathering where past customers can join and reconnect with you and each other.

How can I show appreciation to long-time customers?

Showing appreciation can be done through special offers, discounts, or exclusive access to new products. A handwritten thank-you note or a small gift can also go a long way in expressing your gratitude for their loyalty over the years.

What if they have had a negative experience in the past?

If you are aware of a past negative experience, acknowledge it when you reach out. Apologize for any inconvenience they faced and offer to make it right. Providing excellent customer service and addressing their concerns can help rebuild trust and encourage them to give your products another chance.

How can I keep the relationship going after reconnecting?

To maintain the relationship, stay in touch regularly through newsletters, social media updates, or personal check-ins. Share valuable content, such as cooking tips or recipes using Pampered Chef products, and encourage them to reach out with any questions or feedback. Building a community around your brand can foster long-term customer loyalty.

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