Day 27: Adopt Your Customers Into Your Business Family

Posted November 27, 2010

I don’t know about you, but November has been an unbelievably busy month for me. Between a series of plagues that have run their course in our house, Thanksgiving, and quietly watching and participating in the #customerlove challenge, as well as all of the other normal, everyday stuff, I am one exhausted mama. But there is one thing about November very near and dear to me that I always take time out to reflect on – November is National Adoption Month.

You see, about 30ish years ago, a young woman, aged 19, learned that she was going to have a baby. She was not someone who believed in ending a pregnancy, but she knew that being young and still in school meant she could not give this child the life she wanted for it. So she got in touch with an adoption agency. She had a list of criteria that the couple who was going to raise her child had to meet, and as she read through each of the files and stories of the couples, she found one that fit.

At the age of six days, I got to meet that couple (which apparently went well), and a new family began.

So, what does this have to do with #customerlove?

When you work with your customers, whether you’re providing them a service or a product, you are welcoming them into your business family. You are sharing a part of you with them. You are the creator of this service or product.

In essence, you’ve birthed it. It began as an idea in your mind, which you created. You took care of it, nurtured it, loved it and encouraged it to be the best you could possibly make it. And when it was ready to go out in the world, you let it go.

Your customers, in turn, share a part of themselves, even if it’s just paying for what you’re offering. They believe in you enough to give a part of themselves for the experience of working with you. Through them, your product or service fulfills what it was created for.

There are two keys to making sure you don’t just see these new family members on special occasions.

One is making sure there is a good fit, just as my birth mother did.

Many before me have discussed finding out who your “right people” are, and I’m just going to reiterate that. Finding the people who you resonate with, and who resonate with you, will create a family that lives in harmony and likes to get together often, not just when they’re forced to because of a holiday.

The second key is to welcome your new additions with open arms.

This means treating them well, not just at the beginning but throughout your relationship. Check in with them. Celebrate their victories alongside them. Stand with them in tough times. Don’t think that continuing the relationship means you can only hawk whatever new services you want them to buy. Be interested in them. Show that you care, even if they never buy anything from you again.

I can tell you from experience that adoption is one of the best things that’s happened to me – I have two sets of parents who love me, even if I’ve never met one of them. It has created a loving family that is very close and could never be replaced. Your customers want to feel the same way about your business.

Make sure your arms are wide open.

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