All businesses need customers to survive & grow. Gaining new customers as well as retaining old ones is necessary. Here we will discuss actions needed to be taken to make them return to you again & again.
Usually, it is not possible to for huge organizations to personally know their customers but a small business has an advantage that it can meet and give personal touch to each of its customers.
Following are some of the ways, you can apply in your small business, to retain your customers and gain their loyalty:
Honesty is the best policy: Sell truthfully. Never lie or cheat your customers. Be transparent. Always make sure that your product / service quality is up to the mark. Never compromise on quality. Make sure you deliver what you commit. Always check that your weights & measurements are as per your offer. This will help you gain trust of your customer.
Serve your customers well: A good customer service is essential for every business. It produces satisfied customers who would like to revisit you. A good customer service includes:
treating your customers with respect,
meeting their expectations and
giving them a complaint free service.
It is only possible when you fully understand the needs of your customers. Providing a good customer service helps you build a strong relationship with your customer. This eventually results in generating more revenue & expansion of your organization.
Communicate frequently: Always stay in touch with your customers. Try to meet them when possible, otherwise communicate them via phone, email, blog etc. Keep them informed of developments related to them. Time to time get their feedback regarding your products & service. Then take necessary actions accordingly.
Delight your customers: Happy customers are the loyal customers, who keep coming back. Keep in mind, the happy & loyal customers are the backbone of any business as they bring more revenue. The more a customer is happy the more business he / she will give you. Always give your customers the importance they deserve & delight them by:
giving them excellent service,
thanking them time to time,
giving them gifts / discounts,
being flexible with them,
under promising & over delivering them and
by listening to them.
Create a complaint handling system: A complaint registering and handling system plays a vital role in retaining & gaining loyalty of your customers. More quicker you respond in an appropriate manner towards the complaints more you will have satisfied customers.
When you receive a complaint listen to your customer very carefully and try to comprehend the problem. Then try to find the best possible solution. Customers are not interested in merely lip service, they want right action. Try to resolve the dispute as quickly as possible. Remember retaining old customers is a lot cheaper & easier than getting new ones.
I hope you found the found the above helpful. Please feel free to comment.