You need repeat customers to make your business a success. It can be tough finding customers, and tougher getting them to come back, so how do you improve the chances? There are a few simple ways to encourage customers to return. It won’t cost the earth and on the face of it is only common sense.
Communicating with them sounds easy but is one of the most consistently overlooked things in business. Proper communications with your customers demonstrates many things. Above all else, however, it shows you want them to know what is going on, going well and, crucially, what isn’t.
Communicating in good times as well as bad and shows customers you care about the service you provide. It’s never been easier – or cheaper – thanks to blogs, email, internet, Tweets, Facebook or other digital forms. So take time to communicate regularly.
And if you do use communications methods like social media or blogs, keep them current. For example, updates on product information, new offers and news from the business all go down well. You can also keep an eye on your competitors to see what works well for them!
Hanging on the telephone
If you employ staff, make sure they have some training in how to handle calls, but don’t make them too reliant on scripts when chatting to customers. Don’t leave customers dangling on the phone either. Nobody likes being put on hold so endeavour to answer questions quickly and efficiently when you can. And always phone back when you say you will!
I’ll be there
Your customer service reflects the sort of business you aspire to being so make sure someone is always available for customer queries or complaints and, where you can, build rapport with them. Larger businesses are often perceived as remote to people. A more approachable, personable front will pay dividends in the long run.
(I wanna give you) devotion
If devoted customers do come back, how do you thank them? Discounts and loyalty cards are all the rage and nothing makes a customer feel better than thinking they are getting preferential treatment. So investigate different ways to reward loyal buyers.
Free as a bird
When you can, lay on some freebies for customers. It doesn’t have to be extravagant or run the risk of bankrupting you. Just something that shows you value your customers.
Remember: Communicate with customers; be there for them; build rapport; always respond to queries; and reward their loyalty.
If you do, they might indeed be back for good!