Customer loyalty: 7 ways to build it
12.26.15 | Your Business
All successful businesses have more than customers. They have fans. Fans stick with you, coming back with repeat business and referrals time after time. Here’s how to build that kind of customer loyalty.
Be a good listener. Whether you’re a painter or a lawyer, customers hire you for the same reason: to solve a problem. The better you understand that problem, the better you’ll solve it. To understand it, you need to carefully listen to the customer. Be the best listener you can be.
Take notes. Always carry a small notebook to jot down comments from customers and ideas you come up with. Use these notes when working with clients and looking for leads.
Be responsive. Check emails and voicemails twice a day. Respond to these and text messages as soon as possible.
Put yourself in the customer’s shoes. Look at the problem from the customer’s point of view. When you’re talking to them about the project, speak their language.
Focus on providing value. You want customers to think of you as the best value for what you do. That doesn’t just mean terrific quality, reliability, and pricing. The key to it all is providing great customer service, so focus on that in everything you do.
If you make a mistake, admit it. Nobody’s perfect. If you make a mistake, own up to it immediately. Apologize and tell the customer your plan for correcting the mishap. If it’s more than a minor flub, offer to cut the fee or provide additional product or service at no cost.
Stay in touch. Don’t take anyone for granted. Keep in regular contact with your customers, not just during the engagement, but throughout the year. It doesn’t matter how you do it, by phone, email, social media, or in person, which is still the most effective way to interact with others. Let customers know you appreciate their business, but always add a personal touch. Ask about their family, hobbies, or job. Business relationships, like any others, take effort to maintain.
Here's to your continued success as you keep growing your fan club, while putting together your best year ever!