We’re continuing our video series “A Chat with Matt” where we talk to Matt Peterson, content training specialist at Infusionsoft, to share creative marketing ideas to help you and your business succeed.

Last week Matt Peterson and I talked to you about the first part of his seven steps to customer success. This week we are revealing the last few steps to help you get started!

As we mentioned last week, when you get a new customer, there are procedures you follow and things you do but, if you incorporate these seven steps into what you’re already doing, you can really ramp up your success.

5-Honest Real Engagement

“The best way to do this is to simply ask them a question: How are things going? This real engagement is going to allow them to express themselves. ‘I’m really happy’ or ‘I’m kind of frustrated- I haven’t gotten my product yet.’ What this does is open the door for that communication that customers are yearning. They love communication,” says Peterson.

If a customer is happy, Peterson says this is the perfect time to upsell or offer different valuable products to those customers.

Peterson adds that customers don’t like to just swipe their card and never hear from the business again. They like to be involved and make sure their purchases are valuable.

6-Tailored Response

“We want to make sure we’re not just sending out a blanket response…We need to focus on what did they say to us- and how are we going to respond?Because if they’re unhappy with their purchase, I’m probably going to want to get on the phone and talk to them or at the very least send a personalized email or letter letting them know I heard their feedback, I did feel that engagement and I want to take care of the issue,” says Peterson.

7- Set the Stage for Long-Term Communication

“We want to make sure that they (our customers) understand we’re in this for the long hall… It may be the only time you purchase a product from us but we want you to be successful for the rest of your life. So we’re going to be in touch with you from time to time. Maybe we have a newsletter to send you. Maybe we have other tips and tricks we can send you from time to time,” says Peterson.

You can spend time organizing a customer appreciation event and by following these seven steps you’ll get to know your customers better.

You can join also the conversation on Twitter @BigIdeasBlog  and @MattinAZ  and leave us your comments.

We’re continuing our video series “A Chat with Matt” where we talk to Matt Peterson, content training specialist at Infusionsoft, to share creative marketing ideas to help you and your business succeed.

Last week Matt Peterson and I talked to you about ways to deal with billing and collections issues for your small business.

This week we decided to take some time and go more in depth into what Matt calls the seven steps to customer success. When you get a new customer, there are procedures you follow and things you do but, if you incorporate these seven steps into what you’re already doing, you can really ramp up your success.

1-Welcome them to the family

“When we’re writing these messages, whether they’re direct mail or as person, whether it’s a speech or a video or an email- however we want to communicate with them we want to make sure that the first thing we do is welcome them to the family. They need to feel like they’re a part of what we’re doing. we want to engage them and make them feel like a family member…we appreciate them coming to be a part of our family,” says Peterson.

2-Take Care of Business

“Put the customer at ease that they didn’t just get swindled by whatever they purchased; we know that you purchased an actual product or service and it’s going to be coming or it’s on its way, or you should’ve received it by now. So, take care of business,” says Peterson.

3-Reinforce the Buying Decision

“We’re not saying they’re going to have buyer’s remorse but we want to proactively make sure that they don’t have buyer’s remorse and there’s a couple of different ways we can do that. We can show them pictures of the product, pictures of how other people are using that product, maybe tell them a success story of somebody that has just come through and used your service and participated with that…We want to make sure they’re super excited to have purchased that product,” says Peterson.

4-Tips and Tricks for Success

“Show them how to get the most value out of the service that they just bought…there are so many ways to show people this; you can send them a link to your Pinterest page, you can send them a video on YouTube, there’s all kinds of ways you can show them how to use the product or service better but the key is to deliver that information to them,” says Peterson.

Peterson also says you can tie some of these steps together in one message or separate them. As long as you include them all at some point, you will become more successful.

For the rest of the steps tune in next week!

We want to remind you that you can find ALL of our videos on our new YouTube channel. Subscribe at Infusionsoft: Big Ideas Channel.

You can join also the conversation on Twitter @BigIdeasBlog  and @MattinAZ  and leave us your comments.