Receiving an order from a client is a privilege that needs to be earned each and every time. Obviously, the main reason a customer gives you repeat business is you provide a great service at a reasonable cost.
Above and beyond offering great service, there are other things that your company can do to make you stand out from the rest.
Take the time to get to know your clients. Sure, there are some clients that never have the time for small talk, but most appreciate a little friendly conversation. If they tell you something about their personal lives, like their daughter just had a baby, make note of it and be sure to ask about the baby in your next conversation. This type of personalization lets them know that they are more than just a number to you.
Thanks to technology, we have more ways than ever to get in touch with our clients. Cell phones, texting, faxing, email, social networks like Facebook, Twitter and Linkedin. Since we have all of these means to communicate with our clients, let’s not forget the power of a “Thank You”. No two words are more important in letting a client know how much you appreciate them. While you can say Thank You many ways, none has more meaning than a hand written note. Yes, it does take more time to do, but aren’t your clients worth it? We know ours sure are!
Keeping a client definitely beats trying to replace them. “The cost to acquire a new client is five to seven times greater than the cost to keep an existing one”.*
Lastly, using a rewards program is a great way to keep and increase business. For example, in my neighborhood there are two pizza restaurants that serve excellent food. One of the restaurants offers a rewards program which gives you points with each purchase that can be redeemed for free food, the other restaurant does not. Care to venture a guess as to which restaurant gets the bulk of my business?
As children, our parents taught us the value of saying “Thank You” for what we received – those lessons still work in the business world today!
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*Reprinted from Chiefmarketer.com 10/19/2011