There are so many good reasons for looking after your customers as if they were your best friends or even your family, it has taken you days weeks or even months of work to gain the trust and confidence of your customer base and that is why you’re business needs to allocate funds and resources specifically for servicing your existing customer base.
It is so expensive in the competitive world that we operate in to find new customers, It is incredibly hard work to win customers from a competitor, to then go and lose a hard earned new client simply because they weren’t treated right is totally negligent.
Would you forget your mum’s birthday? What about giving your family a small gift at Christmas time, if you treat your clients as if they were as valuable as one of your own family members it would never be said that you weren’t working hard to earn and retain those clients.
There are lots of ways which you can show your appreciation of your customers loyalty first of all call regularly, A phone call it’s a very small thing can mean an awful lot and certainly indicates to your customers that they are on your mind, it needn’t be with a view to selling them anything or making any revenue it could simply be a “hi how are you doing” call.
Share new ideas with your customers, it may be that there is no immediate benefit to you or your business but simply bringing to the attention of a customer something that you think could be of benefit to them just as a favour would go a long way to making them think you truly have their best interests at heart, you have their back.
Another way to retain clients is to make sure that you are always at the top of your game, you are the go to guy for information in your field truly an authority on your subject, showing them why they chose you in the first place and reiterating to your client that they truly are in safe hands when they’re dealing with you, send them out information of any new training or accreditation you may have had in your field in order to reinforce to them that you take your responsibility to them as a client seriously.
This may seem a simple one but it is surprising how many people in business are slow and lax when dealing with communications with their email or conventional snail mail, if you get something from a client deal with it right away don’t leave it till tomorrow put yourself in their shoes, put it this way if your mum phoned you and you noticed a missed call would you ignore it till tomorrow? If the answer is no then that’s good for your clients to, let’s call it the “Mum rule”
From now on treat all your clients the same as you would your own mother and by applying the Mum rule in every situation that arises when dealing with your customers you will definitely find that you will retain customers, have happy customers that recommend you, you will also find that your business grows and thrives from referrals, as everybody will want to refer to a company that treats every customer as if it was the own mother.
Always listen to your clients, we all have a point of view and although they may not be experts in your field like you, they will have what they consider, rightly or wrongly, a valid point of view never dismiss their views out of hand even if you disagree.
Never disagree openly but seek to steer them down the path that you know to be the right one ultimately they will always come back to you and say they were happy that they took your advice rather than doggedly following the route that they saw as being the only possible solution themselves.
This will also reinforce to them that not only are you the ultimate expert in your field but you’re also a nice person who will always listen to them, take on board and consider their views, this is not always the case when dealing with companies and will make a refreshing change for your clients.
There are certain special times of the year when of course it is lovely to receive a little reminder that the company that you deal with it thinking about you as an individual and the same can be said of all your clients so at the end of the day taking peoples dates of birth and putting them in your calendar to make sure that you can send a birthday card at the right time just goes to show that you are thinking of your clients, make sure the birthday card is always personally written, handwritten letters are so few and far between nowadays that you will definitely leave an unforgettable impression on your customer.
One huge part of client relationship is managing their expectations, this is an area that lots of individuals and companies fall down on, they spent all that time creating themselves as the “go to man” in their field only to overpromise on something and make the clients expectations too high only to fail miserably to reach the promised level, however had you chosen to under promise on a solution and then over deliver, thus creating a better experience all round for your client, you will find more and more satisfied and delighted customers.
One other area of customer service that is enormously important it’s to be totally clear honest and transparent with your client at all times.
Always telling exactly and clearly what you do, tell him how you deliver your services, telling them what they can expect from you clearly in black and white and then deliver on that promise.
Customer loyalty is based on their trust and confidence in you, they buy into you as a fellow human, so the best way to keep customers is to be a nice human.
The old saying “nice things happen to nice people” is very true.
In closing let’s just say this, retaining hard earned customers is easy if you do two main things.
Be a nice person and use the “mum rule” with these two you won’t go far wrong.