Businesses need customers to survive and grow. Attracting new customers should be a key part of your sales and marketing strategy. However, retaining the customers you already have is just as important.
Ensuring people return to your business and make use of your products is vital to ongoing business growth and success. But what steps should you take to retain your customers and keep them coming back?
Customers appreciate quality service – from help in understanding solutions to problems and what services they should be using, to advice and recommendations that can help them choose the right products.
Staff can provide exceptional service in a number of ways:
- The quality of the job they do
- Listening to customers to better understand their needs
- Providing a level of personal service
- The way they handle customer queries and complaints
Keep in mind that the level of service your staff provide is what will leave a lasting impression on customers. This can keep customers returning to your business, as they are accustomed to a high level of effective service. You can also use this to build word-of-mouth promotion for your business, as existing customers recommend your services to friends, family and colleagues.
Ensuring customers get the products and services they need when they want them is a key step in ensuring they return to your business.
Timely delivery and providing what customers need eases frustration. It also prevents sales going to your competitors instead of you.
As part of providing fast and effective deliveries, you should have a system in place that keeps customers up to date on the status of their order. It should also allow them to track their deliveries.
Guaranteed delivery dates and times allow customers to plan around receiving their goods. Sticking to such agreements, much like the general service from your staff, also goes a long way towards building a positive reputation for your brand.
Continued customer care and assessment
Once a customer has paid for your services, this is commonly where the interaction with your business ends.
However, you can continue to support customers through an aftercare service. This might be product support, or providing a number to contact should there be any issues with the services you’ve provided.
You can also use the end of your dealings with a customer to find out how well you’ve done. Consider using a short survey to assess the quality of your overall customer service and find out which areas could stand to be improved.
This assessment can help you refine processes and iron out any problems. Constantly improving your customer service offering can help you work towards retaining more customers than you previously had.
You might learn that your delivery options aren’t varied enough, or that staff are using potentially aggressive sales techniques. These sorts of issues can put customers off using your services in the future, so understanding what problems there are and correcting them is vital.
Reasons to come back
You should provide customers with reasons to come back and make use of your business. This can take a number of forms – from loyalty schemes which provide discounts or special offers for repeat customers, to simply getting people to sign up to a newsletter that keeps them up to date on new products and services.
You could use a loyalty scheme or newsletter to promote things like exclusive offers to draw more attention to your business and generate additional sales.
Keeping in touch with customers and providing incentives for them to use your business helps to keep their attention focussed on you, over your competitors. It also helps to build a loyal customer base who will use your services time after time.
How can TradeFit help you retain customers?
The right level of customer service allows you to build relationships with customers, which could see them making use of your services for years to come.
Your customer service might be split over different departments, with different people responsible for different roles. In a smaller team, people might cover multiple roles. This can stop them from dedicating enough time to one task over another. This is where TradeFit can help.
We provide a range of support services, which means we can help take some of the strain out of running a business, including handling aspects of your customer service. From answering phones to chasing order queries and deliveries, we can help give your team the breathing room to focus on other elements of your business. In doing this, we can also provide more dedicated levels of service to your customers.
To learn more about our services, please see our customer support page or contact us to talk to a member of our team. Alternatively, you can request a free 14-day trial to see for yourself how TradeFit can help your business.