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Someone asked me recently why I have gone to the same Italian barbershop for 27 years – even though the haircuts are often less than exemplary and the location is inconvenient.  The answer is simple – I feel valued there and have never been taken for granted as a customer.  The level of customer service I experienced 27 years ago is the same as today.  There is a television and up to date reading material in the waiting lounge – I am offered beverages, pleasantries are exchanged all around. 

My barber ‘Sal’ knows my name, where I live and what I do for a living.  He asks questions, refers back to past events in my life – he is genuinely interested – and as a result I am probably one of his best customers.  He always takes the time to thank me graciously and wish me the best ‘…until next time.’   

Earning a new customer – because lets face it – you must earn customers, is an accomplishment but not a win.  To win, you must earn and retain that customer.  Never take them for granted – even if they are lifers – especially if they are lifers.

When was the last time you genuinely thanked your best customers? 

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