April 2010 Issue

How do you thank customers and clients for choosing you?

"Absolutely solve their problem so they feel no need to go elsewhere. A firm handshake and a solid job carry you farther than anything else.”
Chanin Holland, Southern Pond & Fountain, Boca Raton, Fla.

"Show up for work. A willingness to openly discuss things with customers, work with them and provide good quality for their money goes a long way."
Ben Plonski, Laguna Koi Pond, Laguna Beach, Calif.

"We send postcards to current customers to let them know about special events and sales. We have a rewards program; for every $10 our customers spend with us, we give them a Bullfrog Buck, which they can redeem in the fall. We also thank them as they walk out the door and make sure they have everything when we're loading the car. We always tell the truth. They are loyal because they know we're really on their side.”
Susan Davis, Waters Edge, Lawrence, Kan.

"We do not subcontract the job out. Customers always get the same people, and that makes a difference.”
Andrew Coombs, Landshapes Ponds & Gardens, Louisville, Ky.

"I give all my existing retail clients 10 percent off of their purchases at some point during the summer. With any cleaning job or filter installation job, I offer a 1-year, 10 percent discount on all their supplies. I verbally thank my customers, and I tell them that I appreciate their business. I also take time to share my knowledge with my clients.”
Paul McGill, Pondcrafters LLC, Portland, Ore.

"If we get a pond referral that results in an install, we send them a gift certificate for the store. For existing customers, we always help them out on warranty items if they are install customers. When people enter the store, we're very friendly. We always answer our phone; if we're open, we answer it."
Mike Lucas, Garden Ponds Unlimited, Moore, Okla.

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April 2010 Issue

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