“It's not your customer's job to remember you. It is your obligation and responsibility to make sure they don't have the change to forget you” - Patricia Fripp
Think of customer retention as an integral part of your business. With a few systems in place client retention becomes a skill that will help boost the profitability in your business. Best to keep those profits in your business, not your competition!
Your customers already like you if they have purchased from you. So unless there has been a disappointing experience that you have failed to resolve, then there is no reason why they should not buy from you again. You have built trust and rapport, so aim for more.
Here are some ideas to consider in the art of mastering the skill of customer retention:
- Thank your customers. Let them know they are appreciated. Every customer likes to feel appreciated. Show your appreciation by providing a special offer exclusive to your best customers.
- Listen to your customers. Ask them for feedback. Was their experience of dealing with you as they wished? What improvements could be made?
- Bring them up to speed on relevant information – not just about you, but those of your customers interests. Are they looking for other services or products that you can point them in the right direction of? Could your customers benefit from being introduced to each other?
- Offer time limited offers on products or services.
- Customer loyalty is priceless particularly if they are talking about you to other people, can you introduce a loyalty program?
- Wherever possible under promise – over deliver
Don't be afraid to stay connected to your customer. Show them that you truly care. By applying some of the suggestions above or your own creative retention ideas, retaining a customer works out so much cheaper than acquiring a new one.
What customer retention activities have you introduced into your business?
What has worked?