Contributed by Craig Wolfe – President of CelebriDucks
How To Keep Your Customers Happy
My biggest piece of advice to keep customers happy is to be totally accessible to every customer large and small. For me it is at the very heart in developing my businesses.
I became the largest publisher of artwork from television commercials creating the first ever animation art lines for Coca-Cola, Anheuser-Bush, M&M/Mars, etc. It seems amazing, but before I had the idea, none of these fortune 500 companies figured out that they could sell the artwork from their commercials just like Disney. One day one of my advertisers called and asked why if I”m the largest publisher in the country of this kind of artwork, why when he calls does he always get me…the President of the company!!! I loved it…so humbling and true….it’s because I want to be accessible to all my customers. The heart of it for me is treating my smallest customer the same as my largest one….and that has led to all our success.
Be willing to help out any customer no matter if they buy from you or not.
I actually sold off the animation to create a whole new art form of celebrity rubber ducks of the greatest icons of film, music history, and athletics. They were voted one of the top 100 gifts by Entertainment Weekly and featured on hundreds of TV shows, magazines, and newspapers including The Tonight Show and we are now regarded as the top custom duck manufacturer in the world. Once again, we built up this rabid fan base by always speaking to and helping out collectors or anyone interested in ducks…not just e-mails and voice mails…but with a real person to speak to…always!
Show customers you care about larger issues
I made another another big step by addressing the importance of bringing jobs and industries back to America. I had this deep feeling that other people must be feeling as strong as I was about the loss of jobs and US industry to other countries. This really got us into the hearts of our customer and helped forge an even deeper personal bond with them. I got so tired of seeing the whole country outsourced. Thus, I took my biggest risk, trusted my intuition, and brought the whole rubber duck industry back to America where the rubber duckie was invented before the whole industry went overseas! Trust me if I didn’t own the whole company I would have been fired! But now we’re doing them for everyone from Harley-Davidson to The Future Farmers of America and totally own our niche. No-one will ever be making them here, but us. People love to interact with us and hear our story and support it and tell others…….because we are supporting them by supporting America.
Show customers you care about their needs and thus are wiling to create things that solve a problem or enhance what is already out there. This really gets people talking.