Retaining Customers, Its The Little Things That Count

Every sales person has done it, taken a customers money, given them service, and never seen them again. However, is this the best way to grow your sales and your business? It typically costs ten times more to attract new customers than it does to attract repeat customers. So why would you only want to see a customer once? If this is your current approach to sales, it may be time to rethink your strategy, and incorporate some services that will bring your customers back again and again.

Remember that your customers have certain expectations when they purchase your service or product. If their expectations are met, they may or may not use you again. If their expectations are exceeded, they will choose you over the competition, and if their expectations are blown away, they will tell their friends. Conversely, if a customers expectations are not met, they will likely turn to your competition, and probably complain to their friends about your service. Not only do you lose repeat business, but you also lose potential referral customers

By keeping these factors in mind when you are dealing with clients, you can increase the likelihood of repeat business. Always be courteous, honest, and helpful with your clients. Make sure that when a potential customer walks into your business, he is approached within the first minute, and always present a cheerful and enthusiastic attitude. The first impression is usually the only impression your clients will have of you. If they are served by a smiling enthusiastic person, they will walk away from the sale with a better opinion of the service. At the end of every sale thank the client for their patronage. Most sales people do this out of habit, and it is expected. Subsequently, many customers take notice if they dont receive a "thank you." This may be a little factor, customers often take not of the little things and subconsciously it may contribute to decisions to purchase from you again.

Upon the close of the sale, offer or provide the customer with some of your marketing material. The adage "out of site, out of mind" is true, and the only way that you will be able to maintain a presence in your customers mind after they leave your facility is to provide them with a visual reminder. Grocery stores and book stores are notorious for using this type of marketing to get customers back into their facility. Coupons, advertisements, and promotional items work wonders to encourage your customer to periodically think of you.

Serving a customer once may cover a commission, but it wont grow your business. Provide your customers with a reason to repeat their patronage, and create materials that will periodically remind them of your services. Serve your customers with a smile, and make a commitment to provide exceptional service. Give them a reason to mention you service to their friends, and be sure to provide them with marketing materials that will remind them to use you again.

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