If you are a business do you know who your top ten customers are:
- By sales volume?
- By number of purchases?
- By territory or store? (Does each territorial or store manager know this?)
- By product?
If you are a nonprofit, you better know who your top ten donors are, but do you know who:
- has made the most number of gifts over the last year, regardless of those gifts’ sizes?
- Makes the largest gifts in each source?
- has made more gifts in more sources?
What’s the average lifetime revenue of your top ten? How does that compare to your average customer or donor? If there’s a gap between your top ten and your average customer, do you have a plan to cultivate these customers or donors?
Most businesses have loyalty programs, but I’m not talking about those.
What sort of personal touch can you make? A phone call? A handwritten thank you? A single rose in a glass vase?
You don’t think you need to worry about that?
Then you’re sure there’s no danger of your best customers or donors leaving and going to your competition?
Don’t take anything for granted. Even now your competitors may be attempting to woo them away from you.
In sales, there’s a term called, ” Dominant Buying Motive.” What are their’s? Why do they buy from you? Or donate to you if you’re a nonprofit?
Arrange to meet them or at least talk to them over the phone. The purpose of this touch is to thank them for their ongoing support and to discover what it is they like about you and to get their input on how you could do things.
Oh, and if you walk away with some referrals, that’s alright, too.