I just called to say I love you…

by Leisa Pickles | Oct 1, 2024

Practical and actionable sales tools and techniques for Small Business Owners and Leaders.

Recently, an ex-client approached us with a unique request: to run a simple telephone campaign. The aim? To reach out to their existing stockists, check in with them, and ask how things are going—no sales pitch, no hidden agenda. The main goal was just to maintain the relationship and show care.

Why? Because customer retention is crucial. Many businesses are realising that this year is all about consolidating their current customer base. By delivering outstanding service to existing clients, they can strengthen loyalty, reduce churn, and increase profitability.

Key stats on customer retention:

Acquiring new customers can cost 5x more than retaining current ones.
The success rate of selling to an existing customer is 60-70%.
Increasing customer retention by 5% can boost profits by 25-95%.

So, picking up the phone just to say “Hey” is a smart move! But beyond a quick check-in, there are other ways you can use the phone to build stronger relationships with your clients:

Check receipt of samples, paperwork, or orders.
Invite them to events or exhibitions you’re attending or hosting.
Customer service calls: simply say hello and ask for feedback.
Share positive feedback across your social media channels.
Introduce team changes that may impact them.
New team member introductions to build rapport.
Product awareness: make them aware of your full portfolio and offer exclusive deals for loyal customers.

Using the telephone for relationship building is an effective way to retain clients and nurture long-term partnerships.