Keep Customers

How To Retain Customers

by FYI Recruiting

Hey Bodacious Business Builders,

I am not sure where I came up with bodacious, but it’s cool right? lol

So I was chatting with one of my clients yesterday, and because he is a client that has been around for a while, sticking with me through all of the transformations of my business, I decided I would help him put a simple campaign together to help him maximize his relationship with current customers.

I know, I am such a sweetheart;).

As I worked on his simple campaign, it gave me the inspiration to write this post, to help all business owners.

Customer IS King!

Customer IS King!

 

Customers are the lifeblood of any business enterprise and without them, your company will suffer a slow and painful death – economically speaking of course;) Your customers are the ones that give you profits, build your reputation and help shape your image and grow your brand.Both offline & online, customers hold the same value, VERY IMPORTANT….A LISTER….VIP. Get my drift?

I will tell you that the biggest mistake that I see my clients make is that they spend all of their money, energy, and a bulk of their time trying to “get more customers“…..the mistake is not getting more customers, but the BIG MISTAKE is neglecting your current customers.  The great people that have already chosen to do business with you…..

Let’s talk money for a second….so it costs more to go out and get new customers than it does to make repeat buyers out of the customers already in your database.

Now remember, from the words of a famous rapper…..”If it don’t make dollaz it don’t make sense”……..

The moral of the story here is to focus on your current customers just as much as you focus on getting new customers.

Learning how to retain customers and keep them coming back for more of the product or services that you offer is a delicate business. That’s because when you lose them you will not only lessen your customer base, but if you are not careful, you will be handing them over to your competitors on a silver platter for FREE.

In handing them over, you stand to lose BIG. This is why you should not only focus on getting new customers but keep your old customers close like a jealously-guarded treasure.

So how do you keep them close???

The main name of the game is relationships folks…..its the best way to keep your customers informed, and in your corner.

Retain Customers By:

1. Being available- make yourself available to answer customer concerns, or any additional needs that your customer might have. When you are responsive, customers feel like they matter…..enough said.

2. Paying attention- Pay attention to your customers. Keep detailed notes about your customers, and LISTEN.  When you pay attention, you hear what other problems your customers are having, and if you hear about problems, you can easily find them solutions.  This will give you a great idea of other products/services your business could offer.

3. Deliver On Time-If you tell a customer that you will have something done, or delivered by a certain date/time, do everything in your power to make the deadline.  You must do this to build trust with your customer. I always try to under promise, and over deliver…..if you do this, you can’t go wrong, and it’s a win-win

SCORE……..

4. Loyalty Program- What better way to show your loyal customers you care than by creating a loyalty program. Offer bonuses/gifts for repeat customers….

Even if you offer a service this can be done. For instance, one of my favorite local Italian restaurants awards my loyalty with free meals, and who doesn’t like a free meal? They have captured my heart for life…………

Look at what this Australian company has to say about loyalty programs……..

 

5. Offer coupons/discounts- Now who doesn’t like a discount? Answer is, we all love to feel like we are getting a deal.

I used to work in the restaurant industry, and I think that industry has really mastered the art of coupons/discounts. For instance, have you ever heard of Kids Eat Free, of Free Birthday dessert? What about buy 1 get 1 half off?

My hairdresser is great at this…..during her slow months, she offers coupons for customers to come in and get our hair all fancy for a discount price

Now that’s what I am talking about…..getting a deal on the hair-do sure puts a smile on my face…..:)

Giving coupons out to use at a later date, is sheer brilliance.

6. Regular communication- Make sure you are communicating with your customers on a regular basis through, email, mail, social media, however you can. Also make sure that any information you collect on a customer, you put it to good use.

On my anniversary last year, we went to a prominent steakhouse here in Dallas, and we told them it was our anniversary. Well wouldn’t you know that this year, I received a happy anniversary card from “our friends” at the steakhouse….the card even had real signatures! WOW!

How To Retain Customers

 

 

 

 

Other Tips: How To Retain Customers:

Do not Upset your Current Customers

If you treat your customers like royalty, then you will have solved the riddle of how to retain customers in a nutshell.

I know, I know, it’s easier said than done, but really try to focus on their happiness. Do not ignore repeat customers and get to know as much as possible about your customers to build rapport. Give them a genuine welcome whenever they stop by your store and make them feel special. If you are online, a simple greeting and sincere hello still goes a very long way these days.

One of the secrets to their success is a customer-driven business.

Train Employees to Give all Customers Fair Treatment and Courtesy

Ok, if you have employees, don’t make the mistake of skipping their training. Maybe you treat your customers with the best care but your employees may not, so better give them a head’s up on how you want your customers treated.

Your employees are the ones who will initiate contact with your customers, just imagine how that will reflect your business if they’re rude and unfriendly. At least teach them the basics on how to retain customers for your business sake. Better yet you can also offer your employees incentives revolving around customer service.

Allow Your Customers to Give Feedback

It’s not healthy to not let customers offer you feedback, constructive criticism or praise about your business, so give them a way to do that.

Pay attention to what they are saying and never ever hesitate to get personally involved in any problems or complaints. Trust me you wouldn’t want an angry and frustrated customer, they’re very bad for business. So the sooner you can fix it the better. This goes back to paying attention!!

You might also want to keep records of customer complaints as it will serve as a map for you to trace the root of the problem, and you can seal that leaking pipe before the whole thing explodes due to rising pressure.

Now it’s normal to think that you can do away with complaints and other problems by simply improving your product or services. There is actually truth in that thinking; however, some complaints may not be due to your products or services, so better keep an eye on everything, just in case.

Settle Problems with Customers Promptly

As I’ve mentioned earlier, do not prolong the customer’s frustration about anything related to your business and help them as much as you can and as quickly as possible. Yours or your employees’ ability to handle the dispute will determine how to retain customers or you losing them altogether. Make conclusions based on the information that customer provided you and see if you can mitigate the problem. It’s important to let your customers know that you are more than happy and willing to help them.

Be human, be transparent, and be sincere.

Remember, it’s work to get new customers, so when you get them, master the skill of keeping them. Retaining customers transcends countries, culture, ect. Every smart business will perfect the art of keeping their current customers, making them happy, and turning them into repeat customers.

Did you enjoy this post, or have a comment, please leave it below, or contact me.

Until Next Time……….

Remember, It’s NOT easy, but it IS worth it!
-Kay

P.S. Here is another post you might enjoy on getting new customers.

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