Think about the last time you had to call a company for customer service. If it was even slightly recent, you likely were met by an AI-driven menu system. “Just speak to me in full sentences” as if it can totally solve your unique problem without help.
The problem is the system rarely can solve the problem. And it feels instantly impersonal. When you have a problem, you want to speak to someone, not something.
Big companies get this wrong all the time. They prioritize money savings over customer comfort.
However, as a small homestead business, you can create greater customer loyalty by providing personal experiences. It’s like the coffee barista who gets to know your name and coffee order. You feel special.
So how do you create loyalty, without going overboard or sucking up all your time? A few simple ways will get you started.
Personally talk to them
People shop around. And they are less likely to remember faceless interactions.
If you personally take the time to thank each of your customers, it can take that interaction to a whole new level. You can hand-write notes that you drop into each shipping box. Or for in-store customers, you can offer them a little something extra. Go the extra mile and strike up a conversation about their purchase.
Sure, no one is going to walk away thinking I wish that guy had talked to me more. But if you make the effort, they might walk away pleasantly surprised and excited that they had a real conversation with your business.
Use their name
A fantastic way to build customer loyalty is to remember them.
People enjoy feeling special. When you can remember them, it helps them feel like you care about them.
While it’s likely impossible to remember everyone, try to remember your most loyal customers. They have chosen your business more than once. Return the favor by remembering something about them.
For example, you could remember the products they like or even things like the last topic you discussed with them.
In email marketing you already have access to their name, and likely some details about them. Could you personalize the emails you send to make the connection stronger?
More than just personalizing it by using their email, could you send an email to specific sets of people related to the last thing they purchased? Or a special loyalty discount for being a customer?
One of our favorite TV shows is Everybody Loves Raymond. And in the show, Raymond never wants to call Debra’s mom anything. He is always calling her “you”. Even goes so far as to poke Lois so she knows he is talking to her when he says “you”. That’s not how you want your customers to feel or be treated.
Follow up with them
Another great way to stand out in a sea of bland is to follow up.
Reach out to them after a brief period to see how things are going with your product. By shopping with you, your customers have given you permission to talk to them. Make use of that permission.
You can follow up over email, referencing a specific product, and see how they liked it. Ask if they have any questions. Go the extra mile to troubleshoot any issues they might have.
For example, let’s say you raise and sell goats. You could make a follow-up call and see if the animal is adjusting well. Or an email series that gives them tips on your specific breed of goats.
Yes, it will take a little effort on your part. But I would be willing to bet that effort will get returned to you. People love to tell friends about their experiences. If you stand out, it helps you get more word of mouth and more business.
Engage on social media
Gone are the days of posting a picture and doing nothing else on social.
It’s social media for a reason. It’s supposed to be social. This means that you need to interact with those who interact with you.
Reach out and like things your followers are doing. Respond to comments and questions. Be present to answer questions.
If you don’t spend the time on social engagement with your customer base, someone else will. And likely once they are gone, you won’t see them again.
A few minutes a day can be well spent if you are talking, commenting, and liking the right things. And the right things should be less about you and your business and more about them.
Creating loyalty should feel good
With a focus on the customer first, building loyalty becomes easy.
And when the customer feels valued and appreciated, your business can become successful.
It’s not about creepy stalker style and writing them ten thousand times. Rather it’s about small personal touches that remind them you are there to help. It’s about putting your customers before your business and not taking a hammer to them.
I encourage you to try a couple of these ideas in your business and see if they help you connect with your customers. Loyalty should feel good and help you both connect.
