Keep Your Customers Coming Back
Posted on January 21, 2007 | Comments Off
Copyright Kit Lum. All rights in all media reserved.
There is a certain restaurant that I frequent because I like their food. The thing that upsets me is that every time I walk in there, it’s like I’m a complete stranger walking in for the first time.
None of their staff ever acknowledge me. For some strange reason, they act like they’ve never seen me – no smiles, no signs of recognition, no preferential treatment.
I’ve stopped patronizing this place now much as I love their food. It’s a cold unfriendly place and it makes me uncomfortable dining there.
The fact that they’re not bothered to acknowledge me makes me feel like I’m not important to them, that they don’t need my business and I don’t like that.
They’ve just lost a repeat customer. What did they do wrong and how can you avoid making their mistakes?
To me, when a repeat customer walks in the door, it’s always a good thing. It gives me a real sense of pride that maybe, just maybe, I’m doing something right.
And goodness knows how hard we strive to do the right things in our home businesses. We’re constantly cracking our heads on how to sell more and to keep the customers coming.
New customers are great. I’m very happy when someone new walks in the door. But repeat customers are the ones that ‘tell’ us they like what we’re doing and want more of it.
So just how do we keep those customers coming back for more?
1. Acknowledge your repeat customer. This tells them that you recognize them and that you remember you’ve previously done business with them.
2. Greet them by name. It makes them feel good that you remember their name and that you’re happy to see them again. It’s a great sign of recognition and establishes an instant sense of familiarity.
3. Create some small talk. I think this is something that helps make the interaction more friendly. But keep the small talk short and sweet.
Don’t embark on long-winded stories about your kids or your vacation. Your customers are busy people so don’t take up too much of their time.
4. Use a casual tone of voice. With strangers, we’re typically more formal and guarded. But with familiar faces, we can relax a little and be less official and business-like while still maintaining a professional image. Remember, this is still a customer, not your drinking buddy.
5. Tell them they are important to you and that you value their business. People like to feel important so you can’t go far wrong with this.
6. Make them feel special. There are lots of ways you can do this. Offer them a discount maybe. Or save them an ad spot. Give them a little something extra. Most people aren’t that hard to please. You’ve got to give a little to get a little.
7. Remember their preferences. Customers like to feel like you know them. So it really helps for you to know a little about them – like where they’re from or what they’ve previously purchased from you. Keep a record of your customer information for your own reference and make an effort to remember their likes or dislikes.
8. Ask for their feedback and suggestions. This is a great way to make your customer feel important. Since they’ve been dealing with you for some time, they might be able to share their thoughts with you.
It’s also a good way for you to find out how you are doing, from the customer’s viewpoint. Use this feedback constructively to improve your business operations.
9. Thank them for coming back. I’m a great believer in the word ‘thanks’. It’s a small word that works wonders. It’s both a great way to open doors and leaves someone with a nice aftertaste. So use it often.
There you go, just some things to keep in mind when dealing with your customers. Remember a satisfied customer is one who will most likely recommend you to others. It’s not hard but it does take a bit of work. Cultivate a lasting customer relationship.
About the author:
Kit Lum brings seven years of online business experience into Go Get Global and its ezines – guiding small/home businesses to global success. Quality business resources and advertising services are only a click away at http://www.Go-GetGlobal.com. More FREE business tips at http://G3.Go-GetGlobal.com. Convenience and better living for busy people at http://MinuteChaser.Go-GetGlobal.com.
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