This is how to keep your customer happy
It is not enough to grow your customer base, you also need to keep them engaged. PHOTO| FILE NATION MEDIA GROUP
What you need to know:
- That you are a return customer says that you are happy with the services you get. With this in mind, how can you, as a budding entrepreneur in the service industry, offer remarkable service to ensure that customers stay and bring in more with them?
- Most companies use surveys to find out what their prospective customers need. Few customers take the time to fill in such surveys though.
- If you don’t deliver in time, don’t make excuses for your inefficiency, instead, apologise to your client and make it up to them somehow.
There is probably a particular shop, supermarket, restaurant or movie stall you keep returning to, probably due to how you are served and engaged.
That you are a return customer says that you are happy with the services you get. With this in mind, how can you, as a budding entrepreneur in the service industry, offer remarkable service to ensure that customers stay and bring in more with them? Remember, what grows a business is the number of referrals one gets. But it is not enough to grow your customer base, you also need to keep them engaged, to keep them interested without necessarily selling them something. Here are some ways to accomplish this.
1. GIVE THEM A CALL
At times that is all it takes. Periodically call your client to find out how they are faring. A brief phone call wishing them a good week goes a long way. If calling doesn’t work for you, send an email with an inspiring or encouraging quote. Client contact shouldn’t only be a sale. Keep in touch.
2. CELEBRATE YOUR CLIENT
On their birthdays, send them a card, or a small gift if you can afford it. If they shared with you inspiring advice, share it on your company’s social media channels and quote attribute it to them. This simple gesture is such a powerful form of appreciation.
3. KEEP THEM INFORMED
Not necessarily about what you’re selling. Once in a while, send an email informing them of what you have been up to in the form of a newsletter or a brief email. And not just about your company’s accomplishments; it could also be pictures of a company retreat or a fun day in the office. It shows your human side.
4. ORGANISE EVENTS
Networking is what keeps the corporate machinery going round. A simple cocktail could be a great way to socialise with your customers. You could also create an event that serves a dual purpose - celebrating your customers and a corporate social responsibility event to support a charity.
5. REFER BUSINESS TO YOUR CLIENTS
Unlike conventional retail, you have an opportunity to do more than give away discounts and free items to your customer. You can refer new business to them. That cements your relationship even further and shows that you are also interested in seeing them thrive. They will return the favour.
6. RESPOND TO EMAILS HOW FAST YOU DO THIS IS VERY IMPORTANT.
Ideally, you need to respond to your clients within 24 hours. Yes, we live in a world where people demand instant response, yet this seems impossible for start-ups, where one person is expected to juggle numerous roles; proposals that need be written, meetings that need to be attended, and client’s work that needs to be completed. It can be done though, if you dedicate at least an hour every day to respond to requests or complaints.
7. LISTEN
One thing that you need to understand is that your business is not doing your customers a favour: your customer is the one actually doing you a favour. When they contact you therefore, listen, because this is the only way that you can improve your service.
8. ASK QUESTIONS
Most companies use surveys to find out what their prospective customers need. Few customers take the time to fill in such surveys though. What to do then? Invite your customers for a cup of coffee and snacks in a casual setting and have a casual chat that will help you understand what they need and also give you a chance to market your services.
9. NEVER MAKE EXCUSES
If you don’t deliver in time, don’t make excuses for your inefficiency, instead, apologise to your client and make it up to them somehow, for instance by giving a discount. And then ensure that in future, you keep your word, otherwise, your dissatisfied clients will move elsewhere.
10. NEVER LET THE SALE INFLUENCE HOW YOU TREAT THE CUSTOMER
Whether your customer is spending Sh10 or Sh50,000, treat them the same way: with respect. That will determine whether they return or not.
11. SERVE WITH GOOD CHEER
Who wants to be served by a grumpy person?
At times, a smile and a thank you are all it takes to bag a life-time customer. A smile and cordial attitude are effortless and free, so be generous with them when serving your customer.
