While much of the battle is attracting new customers to your business, a key element to a successful business is retaining these customers you worked so hard to get.
While much of the battle is attracting new customers to your business, a key element to a successful business is retaining these customers you worked so hard to get. Like any crucial business activity, it is worth putting time and effort into doing it right. Sometimes following up is difficult and takes a large amount of work, but in the long run it will pay off for you 100 times over. Don’t let your customers slip away as keeping an existing customer costs far less than getting a new one. Below are tips to keeping your customers happy and coming back for more!
Send thank-you notes
Take the time to tell customers that you genuinely appreciate their business. The thought will remain with them for a long time. A small gesture like this will stand out in their minds because most of your competition won’t send that you notes.
Mail postcards
Make the message of your postcards meaningful if you want to have customers look forward to receiving them. Customers should want to keep the cards handy, especially if you keep it exciting with a “Health tip of the month” or “Quote of the month” type of theme. In these cases it may be best to avoid being promotional as they will appreciate information that is beneficial for them.
Send email updates
Provide customers with information on product sales, special events, customer service updates, etc. Thinking of them as your personal press releases will ensure customers receive information at least once per month and will help build momentum. Over time, it gets them excited to be involved with your gym or facility and motivates them to give you referrals.
Follow up on health issues
If you find out a customer has been sick, call periodically just to offer support. Send flowers or a card if the situation warrants it.
Offer referrals
Keep records of which of your customers are self-employed. A great way to encourage loyalty is to refer people to your customers’ businesses. If they do, record the information which will enable you to help them through referrals, and chances are, they will return the favor.
Ask for post-sale feedback
Demonstrate that you care about the quality of your service. Call customers and ask questions such as: Are you pleased with the service you received? What would you like to see improved? What product or program would you like to see more of? If you could change anything what would it be?
Send out 20 “great job!” cards per week
This is both a fun and exciting task. It helps boost morale and keeps everyone excited. A simple card that tells a customer that you think he or she is doing a great job really goes a long way.
These tips will help you take your company to an entirely new level. Following up on all aspects of your customer interactions shows your customers that you are actively involved in keeping them thrilled with the service you provide. And when you ask customers for feedback and implement their suggestions, they feel a sense of ownership in what you’re doing and become even more loyal to your business. This is a great way to build your empire.