Supercharge Your Repeat Business
One key element to cash flow is repeat business from your customers. Did you know that for most businesses it is between six and ten times more expensive to develop business from new clients than existing clients? Here are three ways to supercharge your repeat business.
Make Your Customers Feel Special
It seems obvious, but treating your customers in a special way can make a big difference. In our February issue we talked about how Pike Place Fish Market, in Seattle sets out to make interactions with their customer the highlight of the customer's day.
Always go the extra mile - the extra touch that makes the customer really remember you. This is an excellent idea for almost every type of business, but especially those involved in the service industry. People are paying you for the quality of your service, so why not give them something better than they expect. The success of this strategy is based on how good you make the customer feel, and how surprised they are. You also must make sure you don't go over the top where they feel uncomfortable.
Little things can go a long way. Recently, the lady who often serves me my morning latte asked me what my name was. It was a simple gesture that said she cared about me as a person. Spend a little extra time with each one, and don't be afraid to develop a genuine bond with them - find out what their interests are, where they live, what they think.
Under Promise and Over Deliver
Although it sounds simple, under-promising is tricky. It means resisting the urge to blow your own horn before the sale is made, but giving more than the customer expects afterwards. That means you need something in reserve. This applies to all businesses, especially those that have an extended sales process. If you tell them it will be in stock on Wednesday, get it in on Tuesday, and call them on Monday afternoon to let them know. Always try and do a little more than they expect. If you just do what you promise, you'll probably get them back next time. If you do what you promise plus a whole lot more they weren't expecting, you'll have a customer for life - one that will speak fondly of you and send their friends your way. It's worth it.
Deliver Consistently and Reliably
One bad experience can kill a good customer. It's true - even if you've built up a good relationship, treating them badly one time can make them think about going somewhere else. This especially applies to businesses that have a high degree of repeat business and many loyal customers. Regardless of how happy they seem, they still expect a high level of service and don't want to be taken for granted. It's funny, but the better your service is, the more they expect, and the more disappointed they'll be if you let them down. The most important thing is - don't get complacent. You need to be consistent and reliable. Whether the person is a new or old customer, give them your best. It's important that you get the big things right before being too concerned with the small things. If you deliver what they expect when they expect it, most customers will stick with you.
Complementary Business Consultation
Find out how to MAKE MORE MONEY with LESS EFFORT
We've identified 5 key ways to increase business profits. Find out how well your business embodies these 5 ways and how your business practices could be tuned for greater impact!
We will ask you a few brief questions on the phone and then arrange a time for your complementary consultation.
We can meet in your office, our office, or over the phone -- whatever makes the most sense in your situation. When we meet we'll ask you about your business, your goals and your challenges. We'll give you feedback on your current situation and come up with at least a couple of ideas that you can implement in your business right away! Then you can decide what the right next step is for you.
Don't you really owe it to yourself and to those who depend on your business to find out if there is a better way?
We have time for a limited number of consultations in March. So don't delay.
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