Image courtesy of Chris Range
Did you know it costs five times as much to attract a new customer than to keep an existing one? Your customers are your biggest assets. Don’t give them a reason to leave. Customer loyalty should be your ultimate goal, but it cannot be accomplished if they aren’t happy.
Are you doing everything you can to make sure your customers have a positive experience, reviews, and referrals? If there’s a chance you’re not, here are four simple steps to keep your customers satisfied.
1. Phrases that will make your customer happy: “It’s Everyone’s job to delight customers.” – Mark Kilens. There are certain “magical words” that customers want to hear from you and your staff. Practice using these phrases that will make your customer happy: “How can I help?”, “I can solve that problem.”, “I don’t know, but I’ll find out.”, “I will deliver on time.”, “It’ll be just what you ordered.”, “The job will be complete.”, and “I appreciate your business.”
2. Act on the knowledge that what your customers value are dependability, promptness, attention, and competence. “Do what you do so well that they will want to see it again and bring their friends.” –Walt Disney. Creating love between your company and customers can help scale positive word of mouth that’s absolutely priceless. Customers loved being treated as individuals. Remember to never argue with a customer. Immediately take action to remedy the situation. Don’t make any excuses.
3. Build Trust – Alert Customers to Changes. “Loyalty is when people are willing to turn down a better product or price to continue doing business with you.” – Simon Sinek. It takes 12 positive service experiences to make up for 1 negative experience. This is how sensitive trust is between a business and its customer. Here is how approach any changes: Heavily research any changes that would affect your customer. Be methodical and thoughtful in how you communicate. Keep a healthy mix of misses and things you have done right. Find value in the feedback about from your customers.
4. Don’t let customers forget you. “68% quit because of the attitude of indifference toward the customer by the owner, manager or some employee.” -Michael LeBoeuf. One of the most important functions for generating repeat business is following up. Effective follow-up begins immediately after the sale to let them know you appreciate their business. Let customers know exactly what you are doing for them. Write long term customers personal, handwritten notes frequently. Always try to keep it personal – voice mail and e-mail are easier, but the personal touch is often lost. Instead, schedule to stop by his or her office at a designated time. Remember special occasions like birthday and anniversaries. Pass on information such articles, new products information, or books the customer might be interested in. Consider any follow up calls as business development opportunities.
