This was fine until the business started growing. Now they find themselves unable to recall specific details about customers, or can’t remember the last conversation they had, and when customers call it is very difficult to recall information they need.
My advice to each of them is to invest in a CRM system, which is a database for your contacts. CRM means Customer Relationship Management, so the software is basically a place to store information so you can manage your customers.
CRM’s have fantastic database capabilities for recording details about each of your customers and prospects, and I recommend recording as much information as possible to help your business run smoothly. In the early days of business you may know each of your customers very well and be able to recall any information you need, but as you expand that will become more difficult, and if you take on staff they will need to know too!
Every CRM system is designed to record names, addresses, phone numbers and email addresses as you would expect, however, CRM’s are so much more than a record of contact details. You will have the option to add in custom fields to record information specific to your business, and I highly recommend you take advantage of this. When your customer calls you or drops in to your office or shop you need to be able to bring up their information on your computer and know more than their name and address.
A hairdresser can record the cut and colour their customer chose, and a note reminding them of the wedding the new style was intended for gives them a place to start a conversation.
A crafter may want to keep a photographic record of the bespoke items created for a customer, a visual record of preferred items can help with designing new products.
And if you have a high number of customers it could be handy to know which one returns your products too often to be something they didn’t like after all.
But most importantly, your customers will respond well when you remember their birthday, or ask about their son’s graduation etc. People like to feel valued, and it’s ok to refer to a note on the computer to help you be more thoughtful when speaking with them.
If you would like some help finding the right CRM system for you, or would like assistance transferring your information into a CRM please contact me at firstname.lastname@example.org
Jamie has spent many years working in administrative roles, she has also spent time as a stay at home mum and now loves the flexibility of working from her home office and being available for her family whenever they need her.