We spend so much time trying to get customers, working with them, understanding and giving them what they want, that we often forget how to keep them – and make sure they stay loyal to our product, service or brand. How do we do that successfully? Here are a few pointers to champion your customers:
1. Be Easy to Contact
Let the customer know every contact route available. Phone number, email address, physical address, website and social media avenues to name but a few. It should not be a pain for a customer to get in contact with you. If you are unavailable for any length of time, have an alternative back up plan – amended voicemail or another person to take your calls for example.
2. Get to Know Your Customer
You don’t have to become their best friend, but getting to know them a little bit never goes amiss. Take mental notes of any discussion you may have with them. You may pick up on birthdays, children, pets, hobbies or a personal achievement. These are conversation nuggets for a later date. Surprising a customer with remembering a little detail will go a long way.
3. Follow Up
Always check in with your customer after a transaction i.e. Are they happy? Is there anything you could have done to make the process better? Can you offer your services in any other way?
4. Be Personal
Not literally! But, send out a personal Thank You card thanking them for their business, or an anniversary or birthday card. Send a gift based on what you know about them from an earlier conversation. It doesn’t have to be an expensive gesture, but one that shows you appreciate them.
5. Be Authentic and Genuine
I can never stress this pointer enough. If you are yourself, interested and listen at all times, the relationship with your customer will go from strength to strength.
Remember, the value of your customer is much higher when they return back to you time and time again. Their value increases more when they refer you to others. So invest in them, not just during the sales cycle, but afterwards too.