How a family of deer created a customer for life

Tales from the Crypt of Online Marketing #19

7 ways to build strong customer loyalty

Several years ago I was looking for a new place to live. One day I asked my mom and girlfriend to join me and my real estate agent here in Abbotsford, Rod Poole, as we looked at options.

Back then, the agent would normally line up several sights to see on an afternoon tour (which has apparently completely changed!).

The first place we saw was a definite option to consider. But of course, without making rash decisions, we went on to see 3 or 4 more places.

When we finished looking at all the available options on his list, I asked Rod if we could go back to first place. He got on the phone to make the proper arrangements and off we went.

As we drove up the driveway, we all gasped.

There was a family of deer grazing on the front lawn!

How amazing! We couldn’t believe it.

Of course, that was all I needed to make up my mind and decide that I had found my perfect new home.

And then I got suspicious.

How the hell did this happen?

Who did Rod call anyway?

We all had fun accusing him of arranging the deer family “deal solidifiers” to be neatly arranged, ensuring I would fall in love with the place. And this was before home staging even existed!

He made the whole experience more than memorable.

So much so, that over the years whenever a family member or friend needed a real estate agent, Rod was the only option he would refer them to.

And every time he and I have connected over the years, we always mention that deer family that graced us with their presence at the perfect time.

We also have a giggle at my expense, remembering when I looked out the patio doors and mistook a cat sitting on a perch in the backyard for another deer…

“Uhm…” Rod said. “That’s a cat, Susan.”

of OH!

It is those kinds of memorable experiences that accompany us for a long time.

We don’t forget how it made us feel and who was responsible. Even if Rod didn’t do it miraculously (or did it?) conjuring up those deer, created those feelings.

In fact, as I fondly look back and write about that time, I remember meeting Rod through his wife, Angela Glazema. She is also a real estate agent and I met her through an answering service she used to work for.

Over time, she and I connected and she even became one of my Mary Kay clients.

One day I remember telling him that my daughter’s birthday was coming up. And do you know what she did to her? I am still in awe of this incredibly generous gesture: on Melissa’s birthday, she arranged for a balloon bouquet to be delivered to our door!

The look on Melissa’s face was priceless.

My admiration and respect for Angela increased.

It is an experience I will never forget because of how that gesture made Melissa and me feel.

And the only reason Angela wasn’t in the car with me when I was looking for a new home was because she was becoming a new mom herself, so she put me in the capable hands of her husband.

I share this story because I am often asked and see similar questions on social media: “How can I create strong customer loyalty?”

The answer is simple. Make them feel special.

Here are seven suggestions for you to consider:

  1. Do something that goes beyond customer expectations
  2. Anticipate their needs by getting to know them on a deeper level, so they can feel like you really “get” them.
  3. Send a gift to your VIP customers letting them know how much you appreciate them
  4. Send a card for special occasions like your birthday or anniversary.
  5. Offer an incentive for referrals through a loyalty program
  6. Provide exceptional customer service and make it easy to work with
  7. Earn their trust by being trustworthy.

That extra effort will reap many rewards.

Not only will it help build a long-term relationship with a client who will then be happy to send you referrals. You’ll also feel amazing for brightening someone’s day with an act of kindness.

Now whether or not Rod deliberately manifested that deer family (who is with me in this), that was just the beginning of a fantastic relationship as she helped me through the process of buying a house as a single mom.

It is a relationship I will never forget, and I will be eternally grateful that he and Angela were and still are in my life.

Can you think of ways you can give your customers similar experiences that will strengthen your relationship?

Go now. Implement!

For the success of your business,


Leave a Reply

Your email address will not be published. Required fields are marked *