Finding and securing new customers takes a tremendous amount of time and energy. When looking for new business, remember to take good care of the business you currently have (and have already invested the time and energy to obtain). You know these customers and they know you — and if you are doing your job right, they also like you and what you deliver.
We are sharing an excerpt from a great blog post made by Brad Smith, CEO at BARQAR & Director of SEO & Social Media Marketing at Haley Marketing on LinkedIn. Brad’s 10 tips for keeping customers offer really great advice! To read Brad’s full blog post click here >>>10 Secrets to Keeping Customers
- Deepen relationships
Nurture your customers; focus on building emotional bonds. Make relationships personal, so customers have a hard time letting go.
- Broaden relationships
Network within your client’s company; limit your dependence on single points of contact.
- Outrageous service
Blow customers away with your attention to detail. Truly exceed expectations.
Demand a high level of performance in all aspects of your service. Develop procedures to ensure it’s consistently delivered. Turn every process into a checklist and inspect regularly.
- Limit staff turnover
People like to deal with the same people; turnover (especially in your service department) makes clients nervous and often leads to attrition.
- Customer intelligence
Know more about your customers business than they do (be a consultant not just a supplier). Anticipate their needs, and help them realize their objectives.
- Your corporate culture
Having the right attitude throughout your organization is critical. Reward excellent service and great attitudes. Quickly address and resolve problems.
Empower front-line personnel so they can quickly accommodate customer requirements. But, don’t abandon them! Give them lots of training and coaching.
How quickly can you react to customer needs and opportunities? Practice your reaction skills through training exercises-develop scenarios and plan your reactions.
- Combat indifference
According to a recent study, the biggest cause of customer defection is indifference-when customers don’t think you care. Make sure you never create this perception by going to great lengths to constantly remind customers just how important they are to you.
- Mistake recovery programs
Mistakes will happen. How you deal with them determines if you keep or lose clients. Create a process to handle problems quickly and efficiently. Go beyond what the customer was expecting (give them the second quart of eggnog!).