Our fun and crazy customers!
The true benefit of our crazy red hat biz is the fun, big-hearted customers. We sell to women over 50, who are basically in a sorority-like organization. It's completely play based, and for many, the zanier the better. Lee Ann and I really respect these women, they are smart, fun, and they've lived. Like our own moms, many have lots to say, and don't have any problem with passing along their opinions. I, for one, LOVE THAT! We've become so close with some, that they send cards to our kids (many if not most are also grandmothers.) Since Lee Ann and I have 8 year old daughters, and I have a 6 year old son, we find some just like to call and hear stories. I even considered at one point to have a blog that we relay our daily stories, assuming that they'd offer advice and enjoy what we had to share. I think I could run a blog exclusively on my son since he seems to have an event at school almost daily.
When I work at Lee Ann's house, I dive for the phone when it rings... they are that much fun. And since Lee Ann does all customer service, it's rare that I get to chat with them, and it's important, I think, that all employees get to talk to customers. I didn't believe that until I started doing it, by the way. It gave me a real sense of excitement about my business to talk to them, to relate to them. I get such a kick out of them.
A few months ago, we actually turned to a favorite customer for counseling. We hear from her almost monthly, she's a minister, and Lee Ann has developed a real friendship with her. It was around the same time that Lee Ann was having a falling-out with a friend of her own, a neighbor. Through a few phone conversations, I think Lee Ann was able to really find an enlightened answer to her situation. Whooda thunk it!?
They seek us out too. We have some that send us words of inspiration. Some that call us to the carpet when what we post is too pricey. I like those gals too. I need them. And some actually find product for us. They'll call up when they scored a cool product at a craft show, and send us the label. That's how we found our "Chill Out in A Flash Scarf," a best seller.
I think the secret to great customer service is to enjoy the conversations. Which, for us, may be easier than for other companies. We have cool people to chat with! And that's one of the perks of Lee Ann's job. When we started this business, I avoided all customer contact whenever possible. I really just wanted to be the web person. Now, I seek it out. Now I enjoy the energy, and the spirit. And since I'm in the throws of mommyhood, I am learning from these women. They have a lot to share. They like to hear we are two stay at home moms. And I love to tell them that their loyalty keeps me at home and working!
This post is filed under By Merchants, For Merchants and has the following keyword tags: marketing, customer service.
