Remember, customers respond to the personal touch - when you remember their likes and dislikes, their idiosyncrasies and details of their history with your company. Here are some helpful pointers to keep at hand:
Personality traits
You'll more easily match your manner with a customer's mood when you note personality traits. Is the customer usually amiable or aggressive, predictable or volatile?
Contact dates
Keep track of the dates you speak to clients. You then can reference them in conversations: "When we spoke three weeks ago, we talked about…."
Business history
Besides noting the date of each customer contact, add a brief synopsis of what transpired. If you note problems and their solutions, you'll be able to comment: "I trust that you've had no more problems since…" Leaving such details also may aid in solving future problems.
Personal details
Show that you - and your company - care by recording and asking about family, hobbies and other non-intrusive personal and job-related data. Friendly inquiries such as, "How's your golf game?" or "How do you like your new office?" go a long way toward cementing firm business ties.
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