More often than not, companies focus on growing their businesses by acquiring new customers. While going after bigger accounts does help improve the bottom line, bear in mind that you shouldn’t neglect your current clients. Keeping your existing customers is one of the keys to having a thriving business; it’s one factor that will keep customers coming back for more, and the best way to turn them into brand ambassadors.
Here are a few suggestions on how you can acquire repeat customers.
1. Inform customers about the service you are doing for them.
Let your customers know what exactly is going on behind the scenes that showcases how your company goes above and beyond in terms of customer service. This isn’t enough that you keep them updated on the status of the shipment or the availability of a product; you need to point out to them that you double checked on the package delivery or that the paperwork has been filled out and ready for the next process. If you don’t tell them point blank what you’re doing for them, they may never notice. This tip sounds simple, but you’ll be surprised how often it is overlooked.
2. Take note of special occasions.
Mark your calendars on your client’s birthdays, anniversaries, and other special occasions. Make it a point to greet them and send them a nice token to let them know you remembered them on their special day. You can even tie-in your gift to their most recent purchase to make the gesture even more memorable.
3. Send handwritten notes.
It’s easy to shoot an email or leave a voice message in today’s digital age, but sending a handwritten thank you note takes a bit more time and deliberation, which makes it stand out even more among a pile of impersonal printed template greeting cards. You can also regularly send out little notes to follow up on a client and ask them what else they need, or what other service you can render.
4. Let your front liners adhere to excellent customer service policies.
Clearly communicate your company’s commitment to customer service by prominently displaying your policies for every employee to see. Consider hiring the services of a call center outsourcing company. Doing so will allow you to provide the kind of service you want because client-facing staff are closely monitored and regularly trained to adhere to the superb standards you require. Of course, those who consistently demonstrate superior service should be amply rewarded.
5. Find out what your customers really want.
Reach out to your current customers and survey them about what they like about your business, and what needs to be improved. It can be as simple as asking for feedback. Don’t wait for them to reach the point where they’re unhappy with your service. Another way to find out about your customer’s preferences is by attending events that are important to them, such as trade shows or industry get-togethers that will keep you in the loop on the latest in your field, what customers are looking for, and what your peers are doing.
Once you’ve acquired a customer, follow the suggestions above and the chances of you having a happy, loyal customer who’s willing to do repeat business with you in the future increases ten-fold. Satisfied customers are also more likely to refer you to new clients, which is a welcome by-product of superb customer service.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!