Two of the key focuses of my blog are Financial Literacy/Money and Business/Entrepreneurship. A key aspect of business is keeping your customers and clients happy and maintaining your relationships with them. The following contributed post is thus entitled; How to Make Your Clients Happier All the Time.
* * *
It is said that it costs five times as much to find a new client that will buy from you, or use your service than it does to get an existing one to give you repeat business. It has to make economical sense to spend some of your marketing budget on letting your existing clients know of any new products you have on offer, or of any special deals that are available. Of course, new customers are important, but if you want your business to be strong you have to foster loyalty from the ones you already have.
Keep In Touch With Them
You should not make a sale and then ignore your customer. An occasional call or email will be appreciated by most of them especially if they are not always promotional. Keeping in touch with your customers lets them know that they matter to you and that you are always there to help them if they need assistance.
Simple things such as a handwritten Christmas card can make a big difference to how your business is viewed, and a personal touch such as this can keep the customer loyalty flowing.
Keep Your Premises Presentable
Not all businesses are online. If you have a store, warehouse, offices or anywhere else that your customers venture, they need to be kept presentable and safe all the time.
Make sure they do not get cluttered, particularly in walkways, as someone could be injured if they trip over an item. Keep them clean, as nothing is more off putting than dirty premises. You should use commercial cleaning services so that you can be certain that your store, offices or warehouse are spotless. All areas should be clean and safe for workers and customers alike.
Know Your Industry Well
Make sure you know all the ins and outs of your industry or profession. Customers who feel they are dealing with an expert will trust your business more and are likely to stay loyal to you. If you can solve a problem for them, this will ensure that they never go elsewhere.
Keep up to date with the latest trends in your line, and make sure that you are aware of any new laws and regulations that affect it. Your customers are relying on you and if you let them down because a law has changed that you and they were unaware of, they will soon find someone to give their business to.
Listen To Feedback From Customers
Feedback from your customers can be invaluable, regardless of whether it is good or bad. Good feedback will let you know that you are getting things right. If they are complaining you should thank them for getting in touch with you. Them letting you know there is a problem means you can put it right before the same issue arises with another client, and that could prevent you from losing more customers. Research leads us to the conclusion that customer loyalty is built on how complaints are responded to and dealt with, so ensure that you and your employees always handle them in a positive way.
In fact, some businesses send questionnaires or surveys to find the thoughts of their clients, as they consider them to be so important.
Be Confident In All Your Dealings
Customers use your services or buy your products because they trust you, and you need to stay confident to maintain that trust. Always be decisive and positive and avoid words like ‘if’ or ‘maybe’ in your correspondence with them. If you think they might ask you something you are unsure about, do some research before you take their call or reply to their email.
If you really do not know the answer to a question, be honest and tell them that. Also, let them know that you will find the information they need and get back to them without delay. Once again, this will help to keep the trust you have built, but a quick response will also make them feel they matter.
Keep Your Promises
Be realistic about the delivery dates of products, or deadlines you can meet with a service. It is always better to be early than for goods to turn up late or for the deadline you have set yourself to be missed. You have to remember that if a customer has a bad experience because of unrealistic promises you made, they will tell everyone within earshot what an unreliable business you are.
They do not tend to tell so many people when their experience has been good, but if they only mention it to 4 or 5 people, that is getting your brand name around. Then some of those people may become customers too, and hopefully, they will be treated well enough to recommend your business as well.
Have Valuable Content On Your Website
If you are an online business, it is your website that people will go to view your products and services. Make sure the content on there is relevant and useful to the consumers that are likely to buy from you. It does not need to be all written content, as images and videos can sometimes be more appealing. It seems that these days, consumers are more likely to watch a video about products rather than read written text about them.
Use the feedback clients have given you in a question and answer section, as this can show others how often people come back to you. Let the customers know that you are using their comments, as that will make them feel a bit special that you consider what they think to be important enough to repeat.
Ask About New ideas
Keeping your existing customers is all about making them feel you care. If you have an idea for a new product or an addition to your services, send an email to all your existing customers asking their opinions. Firstly, this could bring invaluable advice before you move forward, and secondly, they will be impressed that you cared enough to ask the question.
Keeping your existing customers happy will give you a client base that is loyal, and most time, this is the best basis any business can have.