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Tip: The old adage, “It is better to give than receive,” works well in the customer service arena. If you want to raise the bar in your client relationships, try giving for any reason, rhyme, or occasion.

Everybody loves receiving gifts. We give them at Christmas and for birthdays — but what about the rest of the year?

At Heaviland Enterprises, we love our clients year-round! We enjoy performing random acts of kindness, like dropping in unannounced with a box of Krispy Kreme donuts or delivering apple pies for the 4th of July. We give for Valentine’s Day, Easter, the harvest season, and anything in between. Making someone’s day with a thoughtful act is a great way to develop a relationship, and we all know customer service is about building relationships.

We created a Client Appreciation Program (CAP) to help raise the bar in our relationships. Launching this program required enlisting the help of our clients. We needed some personal information from them, so we created a simple two-minute questionnaire that, among other things, asks about years of service with current employer, date of birth, and favorites (i.e, color, beverage, candy, snacks, etc.).


Now, when a customer experiences a milestone in his or her life, we can acknowledge it with something simple and inexpensive — something they love! Thoughtful giving is huge. You are saying to your clients, “You are important to me. You are special. We care about you.”

“Giving” also affords an opportunity to talk with customers face-to-face and ask them how you are doing. Talking one-to-one with a customer is far more effective than communicating by e-mail or on the phone. You have a chance to make a difference, to touch a life, and to represent your company well! When your customers are happy and satisfied, then you know your mission has been accomplished. Seize the moment to serve and give. Your customers will love you for it!


From Michelle Holmquist

Heaviland Enterprises

Vista, California

www.heaviland.net