It’s a rookie mistake; assuming that once you’ve made that sale, your job is done.
But what you do after a customer leaves your business is just as important as what you do to draw them there in the first place. And if you want happy folks to continue coming back, there are a few essentials you must consider. Check out these ideas for earning repeat customers.
Collecting a loyal base of repeat customers is primarily down to building relationships. It starts when your marketing efforts attract them to your company the first time, as well as how they’re treated during their initial transaction with you. And it certainly doesn’t end once they’ve paid for that first item and walked out the door. Continuing to cultivate that relationship will keep customers interested for future opportunities.
How to do it
Building customers’ trust and increasing the likelihood of future sales all comes down to great customer service. In a way, you should treat your customers like they’re your friends. Keep in touch with them, and show them respect as human beings; not just a source of revenue. In a nutshell, treat your customers exactly how you’d want other businesses to treat you.
When a customer chooses to do business with you, express your appreciation each time. This will go a long way towards encouraging their repeat business. You don’t have to do anything extreme to show your thankfulness; even a follow up thank you email or card is sufficient to let repeat customers know they are valued. If a friend did something kind for you, you’d say thank you; this is no different.
Another way you can build relationships with repeat customers is to answer their enquiries promptly. Whether they have a question about a product or need to make a complaint, acknowledging and addressing what your customers have to say will let them know you value their business and their opinions. This goes hand in hand with making a concerted effort to be helpful to others; they will appreciate it and feel inclined to use your business again.
Beyond developing rapport in order to gain repeat customers, you may also want to consider offering them an incentive to draw them in once more. The specifics are up to you, but some common ideas include discount codes for future purchases, occasional upgrades to the next level of service at no additional cost, invitations to exclusive events and loyalty cards.
While there may be a small expense on your part initially for offering perks to repeat customers, they’re a totally worthwhile investment. For the little bit of cost, you can offer your customers a tangible “thank you” that will probably result in them spending more with you, not just coming in for the free item. Perks are a brilliant way to let customers know that you value what they have done for your business, by offering up something that is valuable to them.
Engage your staff
Often less considered than other ways of gaining repeat customers, stop and think of how your staff can make that happen for the business. They are perhaps your best advocates! Some companies choose to engage in formal referral programs, which provide financial bonuses for employees who refer business. You might opt to go that route, but you don’t have to.
If you treat your employees with the same attention and care as your customers; letting them know they are valued for their contributions, then you will be surprised at how they will happily sing the praises of your company to their friends and family. Knowing that a business treats its staff with respect and kindness will encourage many people to give it their custom.
Another way your staff can acquire repeat customers is by knowing your products or services better than anyone else in the marketplace. Bigger companies may offer something similar, but when you establish yourself as the expert in your field, customers will flock to you for your knowledge and expertise.
Watch the competition
You might be the expert in your field, with a growing list of happy clientele, but that’s still no excuse for ignoring the competition. If you want to gain multiple streams of repeat customers, you need to know what others in your industry are up to. Know what products and services they’re offering and how they’re pricing them. Check out social media to see how people are reacting to them, or what questions they’ve raised. And take a look at how your competitors deal with complaints or reviews when they come in online.
By analysing what others in your field are up to, you can compare your own offerings and identify opportunities for self-improvement. Accordingly, you’ll be more likely to gain repeat customers who will be enticed by your competitive prices and friendly service.
To wrap it up
In conclusion, gaining repeat customers primarily comes down to appreciating people and offering them benefits they want and need. By valuing the life of an entire relationship with a customer over a single transaction, you’ll keep people coming back and your company will flourish.
Print customer perks
Offer an awesome, cost-effective perk to your customers; why not print loyalty cards today?