Did you know, as a rule of thumb, 80% of your business comes from 20% of your customers (also known as the Pareto principle)? Repeat customers are the life blood of your organization. They are keeping you in business and it is important to show them you care.
Every customer counts. These days there is so much emphasis on attracting new customers that it’s easy to forget retaining the ones you have. So, how do successful companies keep customers coming back? For starters, they foster an ongoing relationship, nurturing it at every stage.
Follow these 6 steps to keep customers coming back time and time again.
Don’t settle for satisfaction.
A true indicator of successful customers service is when customers are not only, but they are delighted. This happens when you go the extra mile for customers. You can start by creating an extraordinary product that solves a problem and creates immense value. You continue by providing exceptional customer service and delivering expert knowledge.
Be a good communicator.
Communication is at the forefront of every successful company. Customers will always go back to a company they feel has communicated with them effectively and treated them individually, rather than like a generic customer. It is vital for you to communicate throughout the sales process. If you are completing work for a client, keep them in the loop so they feel connected and reassured. Be transparent and reassure clients on a regular basis. Communicate in a clear and concise manner with customers, don’t hide behind jargon which can make them feel isolated.
Can customers trust your company to handle their business time and time again? Show them you are worthy of their trust by admitting when you’ve made mistakes. This demonstrates that you are a self-aware company and that you have your customers’ best interest in mind.
Deliver on promises.
There’s no greater way of guaranteeing a happy return customer then delivering amazing results. Delivering what you promised indicates you are capable of doing it again, making you their first choice when a problem needs to be solved. This comes down to managing client expectations. If you’ve guaranteed that you’ll do something, but are not overly confident it is achievable, you’ll come unglued further down the line. No matter how desperate you are to secure a contract, never give clients expectations you cannot meet.
Address customer issues.
Customers respect you much more when you address complaints and issues correctly. Time sensitivity is paramount here. Ideally, you should respond to complaints promptly. Publicly solving issues in an efficient way can do wonders for your brand reputation. More queries are being dealt with via social media these days, so make sure you can provide answers to customers’ tweets and Facebook messages — providing a unified channel to address their concerns quickly. When done correctly, customers will remember the efficient way that you handled the problem, rather than the problem itself.
Be willing to listen and adapt.
Your customers are constantly looking for companies that can help them learn new things and improving upon themselves. Show customers that you are capable of adapting to new ideas by responding to customer feedback. If a customer has a great idea, why not implement it to illustrate that you can take on constructive feedback? It will also enable customers to see that you are interested in their views, creating an altogether more holistic customer experience.
This article has been edited and condensed.
Harriet Wilby is writing on behalf of Lawlords, a full-service firm of costs lawyers, law costs draftsmen and costs consultants. Their firm of legal costs experts are proud to have clients who have remained with them for over a decade. Connect with @lawlordscosts on Twitter.