Creating Loyal

Customer Relationships

Alpacas & Llamas

YOU WANT ME TO DO WHAT!!?
 Creating Loyal
Customer Relationships

Alpacas & Llamas

DON’T GET NEAR THEM
THINGS…THEY SPIT AT YA!

OR

WINNING AT
ALPACA & LLAMA
PUBLIC RELATIONS
 THE ISSUE

About 1/2 of the adult population

hasn’t a clue what llamas and
alpacas are.
 OUR GOAL

Educate the public to

enhance sales
 PUBLIC RELATIONS EVENTS
THAT WORK

1. DAILY NEWSPAPERS
WEEKLY PAPERS
LOCAL MAGAZINES
TV
 PUBLIC RELATIONS EVENTS
THAT WORK

2. LOCAL BUSINESSES
PUBLIC RELATIONS EVENTS
THAT WORK
PUBLIC RELATIONS EVENTS
THAT WORK
PUBLIC RELATIONS EVENTS
THAT WORK
 PUBLIC RELATIONS EVENTS
THAT WORK

3. FESTIVALS,
ARTS & CRAFTS SHOWS
SPECIAL PUBLIC EVENTS
 PUBLIC RELATIONS EVENTS
THAT WORK

4. CITY, COUNTY AND

STATE PARKS
Be willing to color
outside the box to
attract customers
YOUR IMAGE ?
Your team must be “on stage” in
front of customers.

Hire people who can play roles.

 F IR S T
IM P R E S S IO N S

P e o p le fo r m o p in io n s o r
p r e ju d ic e s a b o u t y o u a n d
y o u r c o m p a n y w it h i n t h e
fir s t m in u te th e y m e e t
y o u , s e e y o u , ta lk to y o u
o n th e te le p h o n e o r s e e
y o u r c o m p a n y 's f a c i l i t i e s .
Treat customers as
your personal friends.

Be loyal to your
employees
PERCEPTION

PERCEPTION

PERCEPTION

PERCEPTION
Ask your friends and family-

“What do you think are our

customers’ first impressions?”
 BEST
MEASUREMENTS
FOR SUCCESS

* Customer perceptions

* Customer retention
 Your success,

even survival,

depends on

repeat customers.
 Customer Retention
_____________________________________

* You must be an essential

resource to your customer

* Meet with your customers

often - Stay in touch
Customer Retention
______________________________

* Focus on the second sale.

Follow up within a week

or two.
 Customer Retention
_____________________________________

* Don’t ignore people

* Tell customers what they can

do, not what they can’t do
 Customer Retention
_____________________________________

* You initiate the conversation

with your customer

* Get personally involved with

your customer
 Customer Retention
_____________________________________

* Offer customer incentives –

Discounts second time around
A small service for free
80% of customers who
leave were satisfied.

Must focus on ways to

help them be more
successful.
Communicate Frequently –

Telephone Seminars
Emails Specials
Newsletters Reminders
Flyers Holiday Cards
Birthdays
 Must create a

WOW
Situation

What makes you different?

What you are selling…

Relationships
 CREATING DELIGHTED CUSTOMERS
______________________________________________

 ANTICIPATE YOUR CUSTOMERS NEEDS

PROVIDE SOLUTIONS

 GO BEYOND WHAT YOU ADVERTISE

EXCEED YOUR CUSTOMER’S EXPECTATIONS
CREATING DELIGHTED CUSTOMERS
______________________________________________

 GIVE EXTRA ATTENTION

 ASK FOR AND LISTEN TO FEEDBACK

 FOLLOW-UP

 Telephone and email frequently

 Visit their farm or property
often
 Invite them to visit you
regularly
 Give them info about
farms in their neighborhood
FIRST COMPETITOR

IS INDIFFERENCE!
One farm member who
creates a bad customer
experience can ruin your
chances for future sales.
You want referrals.

They are worth more than

money spent for ads.
 You are competing against
yourself if...

Your customers perceive you as a

cost

You have even minor farm or

animal problems

You are not willing to help them

towards being successful
 Is this the customer
relationship you are creating?

Relationships
The key to customer delight is not
excess but opportunity.

Look out for the out-of-ordinary

situation:

A complaint
A question
A special request
A chance to go that extra mile
THE DREADED BUSINESS PLAN
 THE PLAN

Your mission
What are you selling
Who are your customers
Who are your competitors
What is your marketing campaign
How are you going to advertise
 THE PLAN

What are you farm assets

What are your liabilities
What are your costs
What are your revenue projections
What is your right image strategy
How can you help your customers
be more successful
What is your follow-up plan
Who Are Your Customers?
1. Why do they want to buy from you?

Quality of animals
Farm services offered
Stand behind what you sell
Help whenever they are in trouble
Price
Relationships you have created
Location
2. How can you retain your
customers?

3. What do they really think of

you?
Perceptions
Feedback
 Competitors
1. Why do they exist?
Excess market capacity?
Bring something special?
2. How do competitors offer a
“better value” to customers?
Perceived quality
Price
Way you do business
Credit terms
Nicer people

3. Which customers are your

competitors interested in?

4. What is your competitor’s

cost basis?
How do they make money
5. How much better do you have to
do to compete?
Services and products must be
significantly better
Convince customers to switch

6. If you were the customer, would

you choose yourself?
Things that annoy you
Level of convincing
What is important to you
 Disney Model
______________________________

DREAM – bigger, better

DARE – change,
customer needs
BELIEVE – can do it
DO – get on with it
 Your Model
______________________________

DREAM – greater success

DARE – to continually
improve, customer needs
BELIEVE – can do it
DO – get it done
Customers must become

emotionally delighted
How much is this going to cost you?

The magic doesn’t cost

you a penny!

It is a mind shift
YOUR SECRET WEAPON

Create a long lasting, happy

customer relationship.

You set the thermostat.

 Loyal Customer
Relationships

Equals Enhanced Sales