Another way to develop and build stronger customer relationships is also one of the foundations of great service: Be accessible to your customers. Really serve them. It’s why you’re in business and the only way to grow and be profitable. Whatever you do to create happy customers pays off! What can you do? Return calls, answer e-mails, and address complaints, promptly. I know it may sound strange, but, over time, I grew to look forward to the occasional problem or upset customer because I became so skilled at diffusing the situation and ultimately creating a raving fan!

If at all possible, your customers should not be forced to your voice mail or your Web site as the only means of contacting you. That does absolutely nothing to build trust. Embrace people over technology whenever possible. Your web site not be your only contact with your customers. I expect all customer inquiries and problems to be addressed quickly, certainly within twenty-four hours if at all possible. A little effort toward simply being accessible goes a long way toward increasing customer adhesion.