Most homes don’t have private pools but there are neighborhood and community pools to which you can purchase a membership.
Last year I belonged to just such a pool. I purchased a family membership and although my kids didn’t use it often – I enjoyed soaking, floating and reading in the pool while basking in the shade of the surrounding trees.
As a member, we provide our name, address, phone and email. I assumed that I would be contacted to retain my membership for this season.
The owner could have:
- Sent periodic emails that address summer fun or ways to stay healthy and active during the long winter months
- Provided a completed application in the mail prior to the season – making an assumption that I would continue as a member – just requiring my payment
- Offered a “prior customer” or “early bird” discount along with the membership reminder
- Called or emailed when he didn’t receive my payment for this season
- Surveyed me for ways to make the pool environment more user friendly
He didn’t do ANYTHING. So…he didn’t get my business.
Not because I didn’t love it there.
Not because I couldn’t afford it.
Not because I’d taken my business elsewhere.
Nope – I just got busy with life and forgot. I’ve been traveling and the weather has been icky. But today is beautiful and warm – the perfect pool day.
Sadly, I don’t have a pool to go to.
Had the manager/owner kept in contact with me, reminded me, strived to keep a relationship with me – he’d have my money and I’d have a pool to float in today.
Sadly – we have both missed a great opportunity.
How do you connect with your customers to keep the relationships alive? I know that my dentist has me fill out a postcard that he can send to remind me of my six month check up. I just bought jewelry at an art fair and the owner had me do the same thing – I’m sure it is so he can send me notice of his next sale or art show.
How do you connect so that you don’t have a missed opportunity?