What Kind of Loyal Customers Do You Have?

January 26, 2010

Do you have such loyal customers as Willow Glen, CA, retailer Natalie Thompson discovered that she has?

Who is Natalie Thompson and why do I ask, you wonder …

Her story, which ran in the San Jose Mercury News was brought to my attention. As with many independent retailers, 2009 was difficult year for Thompson’s gift store Fleurish. Her 8-year-old business was struggling in a difficult economy, she had to cut back on inventory, and on top of that Thompson had other personal financial setbacks. She decided to close the store. Within 24 hours of sending out an email notice to her neighborhood customer list, she received an outpouring of messages from customers noting how much the store meant to them. But she also received much more … Learn what else her customers did; read on here

This is the power of the personal relationships that small retailers have with customers. This is the value of being involved in your community. Would your customers support you, as Thompson’s supported her? I am sure that they would do what they could. Have you had any such feel-good experiences? Tell us about them.

Posted by Caroline Kennedy on January 26, 2010 | Comments (3)

May 7, 2010

In response to: What Kind of Loyal Customers Do You Have?
Caroline Kennedy commented:

What a wonderful story, Thank you for sharing

May 7, 2010

In response to: What Kind of Loyal Customers Do You Have?
BWM = Canada commented:

I would prefer to remain anonymous ...Many years ago when I was in retail I had a customer who was quite wealthy and came into my small retail interior decor shop- paint, wallpaper, carpet, drapery and bath accessories. I think were weere one of the first "Bath Shops" in thos days. He picked out a carpet from my samples about 15 minutes prior to closing and ordered the carpet and gave me acheque for payment and said ....If it's not delivered tomorrow afternoon, the cheque will be cancelled. I delivered the rug on time and he started using my store as his little morning drop in site when he would go next door for coffee. I got to know him real well and he could see that we were struggling. My bank manager called one day and asked me to come over asap ( the bank was in the same strip plaza)..My customer, turned friend was there and said lets go for lunch, and by the way you have a new credit line here as I just arranged it for you. The bank manager was just as amazed as I was.

January 27, 2010

In response to: What Kind of Loyal Customers Do You Have?
JamesVanMaanen commented:

What a lovely story, and something to think about and maybe learn from during these dark days.