Five Tips For Turning Customers Into Regulars
Customer retention is one of the most important aspects of running a business. No matter what type of business you run, you will have your share of drop-in customers. Those are people who just come in once to buy your products or services. Your goal will be to change as many drop-in customers as you possibly can to regular customers that visit your establishment all the time. The following are some tips on how you can achieve that goal:
1. Give Them 11-Star Customer Service
Harvard Business conducted a study that said that businesses lose half their customers every five years. The U.S. Chamber of Commerce and the U.S. Small Business Administration reported that 68 percent of customers leave because of poor customer service. That is at least three times more than all the other reasons customers leave like relocation, better deals and poor products. If you want to retain old customers and convert new customers to your business, then you have to give them 11-star customer service. Eleven-star customer service does not just meet their needs; it exceeds all of their expectation. Your business should provide over-the-top customer service in the areas of:
- Greeting or answering phones
- Dispute resolution
- Question answering
- Genuine interest
- Product knowledge
A casual customer may become a permanent and regular customer if you show them this high level of customer service. You can learn techniques from industry success. You can even take some courses if you feel as though you need some additional training.
2. Offer a Rewards Program
All customers love rewards. Even the ones who are reluctant to take rewards cards warm up to the idea once they see how the rewards programs work. Many businesses are starting to offer programs that allow their customers to receive little bonuses and rewards for spending their money at their establishments. The rewards can sometimes sway a customer one way when the person was initially trying to decide between two stores.
3. Provide High-Quality Products and Service at all Times
It is obvious that you should provide your customers with high-quality products and service, but it may not be obvious how you can ensure that you do that. You can ensure that service people provide top-notch service by ensuring that they get the necessary training and certification that makes them fit for such. For products, you can ensure that you always check expiration dates on foods and check recall lists on other products to make sure that your customers always get good products.
4. Handle Disputes Promptly
One thing that can run a customer off rather quickly is the mishandling of a dispute. Dispute resolution is very important because it lets customers know that you care about them and not just their money. They like to see people put effort into resolving their problems.
5. Offer Fair Pricing
Another thing that runs customers off is high pricing. Please make sure that you offer discounted prices, or at least fair pricing. Avoid sudden price increases. Increases should be forewarned at least 30 days in advance.
You will be well on your way to getting many customers to marry your business if you treat them right. Follow the five previously mentioned steps, and you will see an increase. Feel free to go to some training seminars, as well. You may leave them with the ability to put some boom into your business.
Jessica Kane is a professional blogger who has worked in eCommerce for the last five years. She currently writes for Rakuten Super Logistics and recommends them for all your product fulfillment needs to further your success.