Loyalty calls to regular customers: when to call and what to say
Sado AI team · · 5 min read
In short
Loyalty calls are short calls made not to sell but so the customer remembers you. Five moments are enough: after the first purchase, when a service is due, when the customer hasn’t come for a long time, a year after you started working together, and before major holidays. Each call needs one reason that is useful to the customer. Don’t call the same customer more than once a month, and remove anyone who says “don’t call me” from the list.
Why regular customers drift away
A regular customer usually leaves not because of a complaint but because they simply forget. A new shop opens nearby, another ad shows up on Instagram, and they go there instead. Nobody called to show they were remembered.
A short call closes that gap. The customer remembers you, and you find out why they stopped coming. Keeping an existing customer usually costs less than finding a new one through ads.
Five moments for a loyalty call
| Moment | When (example) | Goal and phrase |
|---|---|---|
| After the first purchase | 2–3 days later | Check all is well: “Did you like your first order? If you have questions, call this number” |
| Time to renew | A week before the service is due | Remind: “It’s nearly time to change the filter, when suits you?” |
| Hasn’t come for a while | When twice the usual gap has passed | Find out why: “We haven’t seen you for a while, is everything all right?” |
| One year together | A year after the first purchase | Say thanks: “Thank you for staying with us for a year”, with a small gift if you like |
| Holidays | Before Navruz, Eid or New Year | A short greeting, with no selling or one small offer |
Don’t start all five at once. Pick one, for example the call to customers who haven’t come for a while, and test it for a month.
Example: calling a customer who hasn’t been in for a while
Sado: Assalomu alaykum, this is Malika from Nafis Atelier. Jamshid, you had a suit made with us in the spring. How is it wearing?
Caller: Hello. Fine, thanks, the suit is great.
Sado: Glad to hear it! Before the wedding season we’re seeing regular customers without a queue, so I wanted to let you know. Anything to make or take in?
Caller: Actually the trousers have got a bit big. Could I come on Saturday?
Sado: Of course. Shall I book you for eleven on Saturday?
Caller: Yes, please.
Sado: Done, we’ll see you on Saturday at eleven. We’ll remind you on Friday. Thank you, Jamshid!
The call opened with a question, not an offer. The offer was short and useful to the customer, and the decision stayed with him.
Rules for loyalty calls
- Don’t call the same customer more than once a month. A holiday greeting counts too.
- One reason per call: a question, a reminder or a thank-you. Don’t squeeze all three into one call.
- Selling in no more than every third call. Otherwise the customer sees your number and stops picking up.
- Call only people who have bought from you and don’t mind calls. If someone says “don’t call me”, remove the number at once.
- Record the outcome: talked, booked, complained, no answer. Pass any complaint to the person in charge the same day.
- Pick the time: for example, 10 am to 8 pm, avoiding Friday prayers and iftar.
How to measure the benefit
Compare two groups of regulars: those you called and those you didn’t. For example, of 300 customers who hadn’t come for a while, you called 150. Within a month 27 of them came back, against 9 in the group without calls. The difference is 18 customers. Multiply it by your average sale and you see how much money the calls brought in. These numbers are only an example.
Handing the calls to an AI operator
Staff rarely manage to call hundreds of regulars on time. With Sado’s auto-calls you upload the list from Excel or take it from a CRM stage. The AI operator, Malika or Shohruh, talks with each customer live in your company’s name, in Uzbek or Russian, books visits and answers questions from your facts.
Calling hours, the daily limit and the stop button are yours to set. A number that says “don’t call me” isn’t called again. Every conversation’s outcome is in the portal, and in the CRM too if Bitrix24 is connected. Try it live or call 78 778 01 23.
Questions
Why is a loyalty call better than a text?
Many people delete texts unread, and few reply. On a call the customer tells you why they stopped coming and can book on the spot.
What if the customer says “I’m busy”?
Apologise and ask for a better time, or say goodbye. Don’t push: the point of this call is to leave a good impression.
Which customers should you start with?
Those who bought a lot but haven’t come back for longer than usual. They know you well, and they are easier to win back.