One of the most important opportunities you have in your business is the customer who buys from you only once or only occasionally. These customers are critical as they already know about you, so you either have already spent advertising dollars to get them in the door (or to your website).
Once someone has purchased from you once, it’s usually easier and more cost effective to keep customers coming back than it is to be constantly marketing to find new customers.
Here are three simple yet effective ways you can help turn a one-time customer into a repeat customer:
Just like you have the potential to turn any one time customer into a repeat customer, you also have the potential to lose any customer at any time, based on how you treat them while they are in your store or shopping on your page.
Treat every customer like they are the only customer you will see today and make certain they walk out of your store with a smile on their face and satisfaction in your purchase.
When you promise them you will get back to them with an answer, keep your promise. Ensure that your store is staffed well enough to meet demands and that your staff is well trained and friendly. Make sure your site is easy to navigate.
Pricing should be fair and easy to understand. It is critical to know how your pricing compares to that of your competitor and why there is a difference.
Your prices don’t always have to be the lowest around, but you should offer a good value for the price you charge. Keep in mind that many people will pay a premium for excellent service, great value and expert knowledge, but if your prices are higher you must be able to justify the higher price.
Frequent buyer cards, referral programs and other incentives are good strategies you can easily implement to help keep customers coming back. However do make sure any programs you offer are easy to understand and don’t require a lot of effort from your customers. It won’t get done if it’s too hard.
There are many other things you can do to keep your customers happy but start with these 3 suggestions on you’ll be on your way to building a good amount of repeat business.
Customers who already know about you can be your best advertisement … or your worst, depending on the experience they’ve had with you. So it’s extremely important that you make your customers feel welcomed, satisfied and that they got great value from you.
Each of your customers represent a chance to grow your business in a way that makes the best use of the advertising dollars you’ve already spent, as well as building a solid reputation. Once you start focusing on ways keep your customers happy, most likely you’ll start to feel good about yourself and your business in other ways too. Good customer service is not just about the difference it makes to your profits, but the warm feeling you’ll have from knowing that you’ve earnt those profits by helping your customers and making them feel good too.
Donna-Marie is an award-winning Entrepreneur, Author and Content Marketing Specialist. Through her business, Jacaranda Business Support Services, she has been helping other small businesses to grow since 1998, with a knack for teaching systems that allow business owners to increase profits while working less.