Hundreds of companies are targeting your customers that you have worked so hard to earn.
So, how do you keep them loyal to you?
Now, more than ever before, customer experience plays an important role in retaining repeat business. As a small business, you need to have a competitive edge over your online and large competitors. Your company’s key differentiator that puts you above your competition is YOU. No matter what your role is within your company, extraordinary customer service might be just what keeps your clients coming back.
Here are five tips to make sure your customers keep coming back for more.
•Treat each customer like your first: This seems like a no-brainer, but is something that we start to neglect as we get used to seeing more clients coming in.
Failing to make each customer feel like a priority could be preventing those customers from coming back. Try to keep in mind the importance of treating every customer like you treated the first one and you will see excellent results from this practice.
•Be authentic: People like to do business with people they know and like. Be yourself. Be genuine. Show your personality.
This makes you more relatable to your clients. If something unfavorable happens with an order or service you provide, own up to it and do whatever you can to fix the issue, regardless if it is your fault. Authenticity is important because it shows your clients that you care.
•Stay in touch: Once a client has gone through the buying process, you need to make sure that you keep in touch.
This ensures that they will remember you and the services you provide. One way to do this is by offering them a free newsletter with great tips and valuable information related to the products or service they purchased.
Another way to stay in touch is through hand-written thank you notes reiterating the fact that you are thankful for their business and loyalty toward your company.
•Be accessible: If you want to create the best customer experience, being accessible will go a long way. Try to be available when they are.
If that means scheduling a meeting with a client after hours, so be it. My clients know that I will check my email after hours and throughout the weekend. They also have my cell phone number so they can text or call me, if needed.
•Provide consultative selling services: Consultative selling services are becoming a very powerful and valuable feature in sales.
A salesperson who practices consultative selling seeks to establish trust and a rapport with a client to understand the buyer’s needs and fulfill those needs with a customized solution. If you can train your staff to be able to provide consultative services to each customer, you will build your loyalty levels and each customer is more likely to come back.
At the end of the day, extraordinary customer service is treating people the way you want to be treated. This is essential for any business that wants to be prosperous, even during the hardest times. So, keep these tips in mind and you will see those clients returning in no time — or even referring your services to co-workers and friends.
Madison Conradis is the marketing director of Your Logo by Geiger in Melbourne and is currently the president of the Space Coast American Advertising Federation.
Columnist series are sponsored by weVENTURE at the Florida Institute of Technology College of Business. weVENTURE has locations in Melbourne and Rockledge. The Center is funded in part through a cooperative agreement with the U.S. Small Business Administration. For more information, visit weventure.org or call 321-674-7007.