Most Successful people in business know that it is better to retain ready to buy and cash at hand customers who make repeated purchases all year round or stay with the company than one-off customers. It is an established fact that it is more difficult to attract new customers, than to lose them. Therefore, more work is needed to retain customers and keep them coming.
To achieve this, a number of measures are outlined below:
Establish A Good Customer/Seller Relationship Through Effective Communication
In business, If you want your first time customers to keep patronizing you then you need to first of all establish a good working effective means of communication. You can approach them to get their contact details, especially electronic mail addresses and telephone numbers.
Ensure that you call each customer within the first 48 hours of making a purchase. The purpose of this call is to find out if the customer has started using the product, his impression about it and if he is finding it difficult to operate, in case of a machine. You will also ask if he needs any help to set up or operate the machine.
Stay In Constant Touch
Maintain regular contact with your customers to the extent of building a lasting relationship with them. Rejoice with them when they are rejoicing and grieve with them when they are grieving. Take interest in the family of your customers.
Send birthday wishes, seasonal greetings and wedding anniversary messages, among others. Build and sustain the relationship to the extent that they will be prepared to patronize you not only because of the benefit they will derive, but because of the relationship.
Inform Them Of New Arrivals
Endeavour to keep them informed of arrival of new products or efforts being made to serve them better. You can also send them your company’s newsletter or even brochures that have some of the new products and how they are used.
End Of Year Gift Or Awards:
Everybody likes to be recognized and appreciated. It is not a bad idea if you give gift items to your customers just to appreciate them. They must not necessarily be very expensive gifts. Just as companies give long-service awards to their staff members, you can also give awards to appreciate your customers.
However, note that gifts and awards or any other thing done to retain a customer should not be with the intention to bribe him. You must not compromise on delivering quality products or service and excellent customer service. Any other thing done should be to complement the later.
Think Like A Customer
Constantly put yourself in the position of a customer. How would you like to be treated as a customer? Would you like to be pampered and treated as a king? Would you like to be welcomed with a warm smile and quickly attended to? Please do same for your customers if you want to retain them.
If it will take a while to attend to a particular customer, then offer such a customer a drink while waiting to be attended to. You can also arrange a taxi to carry your customer’s goods or use your delivery van if the purchased items are of large quantity. Whatever you do, ensure your customers are satisfied with your service. Remember, no customer, no business!