9 Ways to Grow a Repeat Customer Base
Businesses live and die off customer retention. It sounds simple, but the best way to grow your customer base is to create a good reputation for yourself. Here are some tips to take your customer service to the next level.
Be in Touch
There are many companies competing for your clients’ business. Make sure you stay top of mind with them, through emailed newsletters, direct mail pieces, or your social media presence.
Be Aware That They Might Not Remember You (And Act That Way)
Clients have busy lives, and while your sale may mean a great deal to you, it may be just another part of their day. The best policy is to assume they don’t remember you and act that way. If they do remember you, let it be a pleasant surprise.
Be Quick to Let Them Know What’s New
Take advantage of any opportunity to reach out to your clients. This is critical to customer retention because it not only keeps your business top of mind, but it can lead directly to sales.
Never underestimate the power of a personal touch. A handwritten birthday card or a thank you note to commemorate the sale will go a long way to make a lasting impression.
Be Involved in Community Projects
Businesses that are civic-minded and contribute to public service projects always have a leg up on those that don’t. Make sure your clients know when you are participating in these sorts of efforts.
Be Sure Their Interactions with Other Staff Members are Positive
You may be the most professional and pleasant person in the world, but if the person who greets your customers is not, it can damage your customer retention quickly. Coach the people in these key positions to represent your company well.
Make sure customers know they can reach you and that you will get back to them quickly. This doesn’t mean you have to be on call 24/7, just that you need to be responsive and work to get their answers in a timely manner.
Be a Good Listener
Don’t just prepare your sales pitch and wait for opportunities to spit out your script. Be an active listener. Engage and ask questions. Take a genuine interest in what your clients have to say.
Your customers have many choices about where to spend their dollars. Always thank them and let them know you appreciate being their choice.