Build a client relationship from the initial contact

A study on the profile of Gatineau Valley vacationers revealed that most (80%) come from the Ottawa-Gatineau CMA. Since medium and small businesses often cannot compete with big box stores on selling prices for products and services, it is important that you emphasize customer relations to stand out from them. Vacationers must have an experience when they visit and want to come back.

Customer contact is the first item to work on since it marks the first time the customer has come in contact with the business. Since you don’t get a second chance to make a good first impression, this is a crucial step. A look followed by a smile and a “hello” are 3 crucial steps.

The atmosphere within the business is very important as well, as it must project warmth and be inviting. Vacationers like small companies for the service they provide. Since most of the vacationers come from urban areas, they are used to the impersonal style of big box stores. They like companies with a unique cachet. They also like local and homegrown products and place a great deal of importance on the environment. It’s also in your best interest to make known your values because if there’s a match with the vacationers’ values, they will come in for a visit and become loyal customers. This could mark the start of a business relationship that could last for many years.

Bilingualism is crucial when dealing with this clientele, most of whom (nearly half) are Anglophones from the National Capital Region. So if you wish to develop a business relationship with this clientele, bilingualism should be a requirement when you hire staff, or another way would be to have your employees take English courses.

Do not overlook after-sales service because this is very important if you want to convert vacationers into loyal customers. You must listen to their comments and attempt to resolve any problems that crop up. Ideally, follow-up should be done to ensure that customers are satisfied with their experience and the product or service that they obtained. These customers will not come away feeling like a number, and this shows them that you take their satisfaction to heart.