Last week, I set off on a dog walk — fresh air, soggy shoes, and those delightful “free deluge showers” courtesy of Mother Nature. Halfway down a muddy path, my phone rang—unknown number. Normally, I’d ignore it, but because I get random calls all the time from people needing help with their staff, I answered.
How bad could it be?
Pretty bad for my bank balance, it turned out!
It was a chap from Norwegian Cruise Lines, casually “letting me know” that I had vouchers on my account. And should I happen to be thinking about a cruise, he could apply them for me.
Now picture it: me, dripping in the twilight, trudging through sodden Goring-on-Thames. When he asked if I was planning a holiday, of course I said yes — because in that moment, anywhere sounded better than “very damp England.”
Fast forward 24 hours: my new best mate, Marco, had sent me a perfect itinerary (eastern Canadian coast in autumn next year, since you asked). I’d picked my cabin. Deposit paid. Another holiday booked. All from one perfectly timed phone call on a wet dog walk.
And here’s the point: so many business owners don’t reach out to their customers. They don’t want to “annoy” people with emails, newsletters, or even the odd phone call. They assume their customers feel the same way they do about being contacted. But customers aren’t you.
Norwegian hadn’t heard from me in ages. I don’t get their newsletter, and I had no cruises booked. But they still gave it a go. Worst case? I hang up. Best case? I book a holiday, which I did.
It wasn’t a pushy sales pitch. No “are you booking today?” pressure. Just a gentle nudge that landed in exactly the right moment.
So here’s your takeaway: don’t let your customers go cold. Drop them a line. Send that update. Share that story. Because while you’re hesitating, your competition might be out there making someone’s very expensive dog walk happen instead.
