Customers are hard to acquire, which means that you need to do everything you can to keep them once you get them. Many business owners forget this, and wonder why their business isn’t growing as projected.
Here’s the truth: it’s easier to grow your business with your current customer base than through the acquisition of new customers.
But to get your customers to spend more money with you and spread the word about your business, you have to earn that right. And how do you earn this right? By keeping your customers happy. Here are a few ideas that can help you with that.
Stay in Touch With Them
And by this, we mean apart from regularly sending them emails, see if you can send customers handwritten letters. Many customers don’t mind giving you their home address if they trust you enough and you inform them that you want to send them a unique gift.
For example, if you own a car dealership, sending a personalized letter to them with a bottle of perfume, a box of cigars, or even just flowers can win them over for life. Do this at least once a year, and chuck it up as a marketing cost. In case you’re thinking “how is this marketing?”.
Well, because this is a marketing strategy that garners you praise and lifetime loyalty –sometimes transfers to the new generation too. That’s worth more than any marketing dollar you could have spent.
Fix Customer Complaints Promptly
If your customers are unhappy about a particular thing, do everything you can to quickly ease their concerns. For instance, if you are in the student accommodation business, and the students are complaining about busted pipes, or poor heating, do everything you can to get that fixed immediately.
This applies to all forms of business. Customers appreciate businesses that swiftly address their concerns and fix whatever problems they have right away. And after fixing that issue, reward them for the inconvenience.
For example, you could give them a discount on their next purchase from your business. This will automatically put you in good standing with the customer.
Carry Out Periodic Surveys
Yeah, this one is a little difficult for most businesses as it reveals where your business is dropping the ball. But it does communicate to the customer that you care what they think and are willing to engage with them –and that’s a huge plus in today’s world.
A survey asking the customer where you can improve in your business or service will do you a lot more good in the future. This is because you can use that feedback to improve your products and/or services.
This is important because many business owners get so focused on their product features that they miss out on the real improvements that the customers truly want.
Final Thoughts
Your business is capable of tremendous growth, and your customers are a key part of that growth process. In fact, spending a ton of money on acquiring new customers doesn’t equate to growth as you need to find a way to sustain that organically. And the best way to do that is by having a great relationship with your customers.