Repeat business is the key to successful longevity. It is much easier to sell to existing customers than it is to bring in new ones. Efforts must be concentrated to keep customers coming back. Here are three suggestions that will improve the way you interact with your customers and keep them coming back forever:
#1 – Hand-In-Hand Products and Services
Many things go hand-in-hand together. Peanut butter and jelly for example. Nuts and bolts, laundry detergent and dryer sheets are other examples of things that go together. They are basically tied to each other. You can’t really use a bolt without a nut. You can’t really use a coffee maker without coffee. Make sure for every product or service you sell that you think about what logically goes with it. Add things to the mix that go together and don’t be afraid to be innovative and get into something new.
An example of this would be a clothing store. While they might focus on pants and shirts, you are likely to find belts, socks, neckties and other accessories to complete the look. Why not provide everything your client might need under one roof?
#2 – Keep In Touch
Don’t end the relationship after the initial sale. Establish ongoing communication. Things as simple as sending birthday cards, holiday cards or other communications lets the customer know you are still thinking of them long after the initial sale. Don’t simply bombard your customer with junk or spam emails but make personal contact with them. If you add a new product you think they might be interested in, pick up the phone and call or send a personalized email telling them why this new product made you think of them.
#3 – Give Good Service
Good customer service is an obvious key to keeping a customer. The number one reason customers stop doing business with a merchant is bad service. A customer is four times more likely to defect to a competitor if they receive bad service. Price and product issues come second and third in deciding where to shop. A poor experience will be remembered for a long time and probably shared with others and hurting your growth. Make sure your environment projects comfort. People like to feel comfortable while they are conducting business. This can be reflected in an organized store or an easy-to-navigate website.
Remember, if a customer experiences a problem, how you handle the problem will determine the long-term relationship status. Don’t become defensive or refute a customer’s claim. It only makes the experience worse and will guarantee the customer will never come back and will share their negative experience with others.
Take a good look at what you are selling. Are there things you can add to improve the offerings? Are you making sure the customer sees value in both the products and the service provided? Is your facility or website welcoming from the moment the customer arrives? If you answered yes to these questions, you are well on your way to continued growth and success.