Most companies focus on acquiring new clients, and while this is a primary focus, client retention is just as important. In fact, working hard to keep your old clients may even be more profitable than getting new clients in the long run.
Why Focus On Client Retention?
Client retention is measured in repeat purchases, and has a big role in driving profits to your business. It is important in many ways. Old customers mean you no longer need to spend for acquisition.
Another reason is that you can focus on what you do best – which is selling your product and serving your customers. Lastly, having long term customers mean getting to know them in the long run – you will know what they need, what they like and what they do not, helping you improve your service as you go.
Some Client Retention Tips
It is good to note that while some customers willingly go back and make a second purchase, most clients need to be pursued in a way. That said, getting customers to buy the second time around needs a little bit of work in order to succeed. Here are some tips that you can try to improve your client retention levels.
- Serve With A Smile – The old adage, “the customer is always right” still applies if you want to keep customers coming back to you. Most distraught customers seek attention through emotional outbursts, and the best thing you can do as a business owner is to take things calmly and stay in control. Smile while doing what you can to appease your customer’s frustrations.
- Proactively Stay In Touch – Consider giving your top customers a call to proactively follow things up. Giving them a quick call adds a personal touch to your business and gives the impression that you care as a business owner. A personalized email can also do the trick.
- Just Ask – Take the time to collect feedback from your clients. Your company website, some comment cards inside your store, e-mails and your company’s Facebook page or Twitter account are great channels of communication.
- Continue Marketing – Remember that your current customers have already done business with you and are more likely to do business with you again. Focus your resources, efforts and time to better serve your current customers.
- Start A Loyalty Program – People love gifts or free services, making loyalty programs an effective strategy for customer retention.
- Solve Problems Right Away – A study done by TARP Worldwide, a leading customer experience agency shows that 95% of customers who have registered a complaint will most likely buy again if their complaint was quickly resolved.
Excellent service always results to high customer satisfaction, which definitely translates to customer loyalty. So go ahead and follow these six customer service tips to effectively impress your clients and retain them for a long, long time.