Category Archives: business gifts

Client loyalty in 3 steps

Client LoyaltyThere is only so much networking and “schmoozing” a person can do. Your competitors are likely as qualified as you, why should someone come to you? The answer is simple, successful client-based business is reliant on building relationships. But how do you do that? There are three distinct phases of client relationship building:

  • Referrals (Starting a client relationship)
  • Retaining clients (repeat business either in the same, larger or smaller capacity)
  • Loyal clients (Clients who will not only use your services and send referrals, but also be your PR at the dinner table with their friends and family – AKA, the gold in your rolodex).

Many client relationships start with a referral. To get to know your clients better, ask not only who made the referral, but specifically what was said that made the new client come to you. That information can tell you who your loyal clients are as well as the expectation the new client has of you.

If a client is happy with you, it does not guarantee a referral – it doesn’t even guarantee repeat business. Consider a loyalty program that encourages them to continue doing business with you again. Consider a discount on another service or even a gift of another great experience (such as a WishWish gift). After a few simple client retention techniques and that client has had several good experiences with you, they are more likely to move toward “client loyalty”.

Once you have a loyal client, it does not mean they will stay loyal. If the top 20% of your clients bring you the majority of your business either on their own or through referrals, make sure you nurture these relationships more than any other. Consider sending a surprise gift at a random time of the year. “I know you love this play – here are a couple of tickets to Play On where they are doing that production now.” Surprise gifts that have a lot of meaning will certainly put you at the forefront of their mind anytime a referral opportunity comes up.

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The big bonus

Many companies with a history of giving a bonus are having to remind employees that “times are tight” and “we have to be responsible with bonuses”.

Think about your own experience for a moment. Assume that this year you are scheduled to get a bonus of $300. Not many people would scoff at $300 if they found it on the street, but when it is given to you as a thank you for the many hours of extra work or even a missed little league game or two, it isn’t much.

Now think about getting a gift of a balloon ride, or fly fishing, or getting a massage, or a weekend at a fancy downtown hotel, or any number of other experiences you could truly enjoy.

Which sounds more appealing? Which would motivate you to work harder? If you are like most people, you would agree that getting an experience that is memorable and much more appreciated. The bonus for the company is that these experiences cost less than the $300 bonus that fits into your budget.

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WishWish in the Daily Progress

Local company WishWish markets experiences as gifts

WishWish

 WishWish

By: Caitlin Burnham | Daily Progress correspondent
Published: October 23, 2011
Photo credit: M.A.C. Shurtleff
 

Instead of the latest gadget, a local business hopes holiday shoppers will consider giving the gift of experience this year.

WishWish, a new business started by Joren and Simone van der Pluijm, recently opened its website, www.wishwishusa.com, to shoppers. Instead of offering material goods, it offers experiences such as a tennis lesson or a pottery class to give as a gift or to pamper yourself.

“WishWish is about doing fun things. We help people find fun things to do and to give to somebody else as a present or to spoil themselves,” Joren, the “chief executive inspirer,” said.

As well as selling to individual consumers, WishWish also markets itself as a way for businesses to reward employees, especially as many companies can’t afford to give bonuses or raises right now.

Simone, marketing guru for WishWish, said it makes the reward more meaningful, too. Often, people spend bonuses on groceries and other bills, and it leaves them with no lasting memory of how they spent the money, she said.

“A picture of a bonus check isn’t going to make it into the family album,” the 44-year-old Joren said. “But a nice day out is, and from that moment on, that’s the proof that you’ve given something that’s special and that made a difference.”

The company makes money by charging a fee to the supplier every time a customer buys a product. Unlike Groupon or other online-based services, WishWish doesn’t discount the services available through the site and doesn’t charge a fee to the providers until a sale is made.

While the business, situated near the Downtown Mall, is new in Charlottesville, it isn’t new to Joren and Simone, 40. Joren and his brother have run a similar company in the Netherlands for the past 14 years, and Simone worked as the marketing manager for the Dutch company, as well.

When they decided to expand their business they looked for a U.S. location that has good tax rates, is near a university, is near an international airport and has an entrepreneurial community. Charlottesville meets all those requirements, Joren said.

“There’s a lot of energy, a lot of things going on,” he said.

“[There’s] a lot of things to do in Charlottesville and the area, a lot of outdoor opportunities. It’s just great. We really fitted our family and we fitted our company, too. It was an excellent choice,” Simone said, finishing her husband’s sentence.

While many people would be hesitant to start a business during a slow economy, the van der Pluijms think it could be an advantage for them.

With prices starting at $25, a WishWish experience can more easily fit into a tight budget than a new mp3 player or cell phone, and can be more meaningful, the company believes.

“Especially in this time where the economy isn’t going as smoothly as it should be, we feel that a lot of people are coming to the conclusion that it’s not about the stuff we are gathering in our basements, it’s about the fun things we share with our loved ones,” Joren said. “It’s about sharing the love.”

Valerie Long, Charlottesville Regional Chamber of Commerce vice chairwoman of economic vitality, said having WishWish in the community is a “win-win.”

The company “enables employers to reward employees with a variety of experiences to choose from rather than tangible goods or extra money, while promoting existing businesses in the community to new customers,” she wrote in an email.

For Joren and Simone, working together also seems to be a win-win. They have separate roles in the office and try to keep work at work.

“I think we are a good, strong team together,” Simone said. “Joren is the creative force, the more outgoing person. I’m more the strategic force and make sure that things really happen, and together that works out really well.”

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