How to Get Repeat Business
"Keep 'em coming back for more" should be the mantra of any business, large or small. Here are tips on how to ensure that the first time a customer steps through your door won't also be the last.
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Instructions
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Identify a niche and fill it. If there is a lot of competition for what you do, it's important that you distinguish yourself by offering lower prices, faster turnaround, higher quality or better customer incentives, something to differentiate yourself from the pack.
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Make the client's first experience with you a positive one. Reinforce this message to all of your employees. Even if a first-time visit doesn't result in a sale, the seed needs to be planted that your business cares about customer satisfaction.
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Give every customer your undivided attention for whatever duration it takes to get them what they need. At the same time, it's important to acknowledge customers in the queue with a friendly smile and a sincere "I'll be right with you."
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Deliver on your promises. This means that you don't substitute lesser-quality products, charge hidden fees, delay deliveries or renege on guarantees involving repairs, replacements or refunds.
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Offer incentives to first-time customers to make them feel special. For example, offer two-for-one deals, discounts on a second item of the same or lesser value, frequent buyer cards that can be redeemed for special merchandise or coupons that are good for their next visit.
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Encourage shoppers to sign your guest book so that they can receive advance notices of special sales and events.
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Ask your customers to fill out surveys and follow-up questionnaires on how the business can be improved and what products and services they'd like to see offered in the future.
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Keep your customers informed of new products and services by regularly sending out postcards. Online print companies such as VistaPrint allow you to do this economically and with a professional-looking image.
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Hold an open house once or twice a year and invite your customers to mingle with staff, have light refreshments and hear about what's new with the business.
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Tips & Warnings
Always return your business phone calls and emails promptly. People never like to feel as if they are being ignored.
Learn your customers' names and remember them. The more they feel that they are part of your extended family, the more loyalty they will have in giving you their business.
Never take your customers for granted.
Never push a customer into buying something he feels reluctant about or isn't in a position to afford. What so often makes the difference in establishing a long-term relationship is when a business owner or salesperson is sensitive enough to read body language and genuinely listen to concerns.
Resources
- Photo Credit Photo by Christina Hamlett
