We discussed attracting new customers in a previous article, now we are going to answer your question, “Once I Get the Customer in the Door, How Do I Retain Them?”
To keep your customers coming back, you need to offer what no one else offers. This can be by providing exceptional service, exceptional products, results-oriented services, a comfortable atmosphere, etc. My top two tips for retaining customers are so simple, they are often overlooked…
- Provide exceptional service. You can make mistakes far more often if you ALWAYS provide exceptional service. This is not a suggestion it is a mandatory tip that I want you to implement throughout your business tomorrow. This is a corporate culture that has to come from the top down without exception. Sounds easy, right? All I have to do is provide great service! No, not great service BUT exceptional service! Let me give you with a few examples to get you started:
- Do you follow up with every customer after they have received a service via email, phone call or personal note?
- Do you have a dress code for your employees that set them apart as professionals?
- Do you answer your telephone by the third ring and never place a person on hold for more than 60 seconds?
- Do you make recommendations to your customers for home care?
- Is your client’s experience always memorable and how?
- Is your spa/salon clean? I mean pristine clean?
2. Engage your customers. What I mean by this is that your regular customers should be so engaged with you and your business that they are no longer customers but brand advocates, raving fans! Engaging the customer will happen with several different touch points. It starts with tip one, providing exceptional service, and continues with:
Creating a loyalty rewards program.
Keeping your fans “in the know”. Sort of like an exclusive insiders club. Let your fans know about new products, updates services, new staff, upgrades and improvements being done so that they feel personally connected to the business.
Actively listen and react. Your customers are on Facebook, Twitter, Google+, YouTube, Pinterest etc. They are pinning, tagging, liking and following. You need to actively listen to what your customers are engaging in online and participate. Through your own Social Media channels you needs to provide content that is engaging and educational not promotional. You must personalize your business so that your customers can relate on a personal level. Engage on a human level and share valuable content everywhere and anywhere!