If you’re looking to keep your customers around a little longer you need to improve your communication.
Take a look at these 4 tips for fostering loyalty within your one-time clientele.
Ask immediately
After a job has been completed or a service has been provided, follow up a day or two afterwards. Create a dialogue by asking for feedback. Are they happy with your work? If not, fix it immediately.
Discern exactly what need hasn’t been catered to and once you have dealt with the complaint outline exactly what has been done to rectify the situation and consider offering them something complimentary to apologise. Once they’re satisfied with the service, prompt them to leave feedback and ask for a testimonial to use on your social media sites or business profile.
Educate the customer about other services you provide and enquire as to whether they may need these completed too. Our businesses at ServiceSeeking.com.au find that excellent customer communication generates more job leads; a one-off handyman job can lead to a more substantial renovation contract.
Remember in these first few weeks customers are likely to be the most responsive so make sure all communications include links or opportunities for them to connect with you in a range of ways; include a “Like” button for Facebook and a “Follow” button for Twitter.
Approach regularly
Create a database of all your past clients with their email address and contact details so you can approach them at scheduled intervals throughout the year. Keep them up to date with new services, exciting promotions and fresh pricing lists. Tailor these communications with the client in mind; factor in how regularly they may need to use your service again and what other products may cater to their related needs.
Establish a communications schedule for follow-ups which you then apply to every customer without fail. Consider a thank-you email with links to your social media pages and a customer feedback survey to start. Then follow up a few weeks later offering alternate services you offer. Get in contact within the year to further remind them about your business and the products you offer.
Appreciate always
Devotion is built on communication and reciprocity so say thank you! Let your customer know that you appreciate their business and reward them for their loyalty. Send a personalised thank you note with a small gift as a token of your appreciation.
Magnets are also an inexpensive parting gift that ensures your contact details/brand will make its way onto their fridge. If you don’t have the budget for this, offer them a voucher or discount code as an incentive to choose you next time.
Accessibility
Make yourselves accessible. Ensure all your contact information is up to date and available on every possible platform; from Facebook to business directories. About 30% of businesses don’t have a functional voicemail message service. By making yourself inaccessible you could be missing our on repeat business from past customers.
Update and maintain your presence across all social media platforms and respond to queries/complaints on these promptly and professionally. If a customers struggles to get in touch or feel like they’re not being heard, it is incredibly hard to win them over.
It can also be a way to showcase your attentiveness and commitment to rectifying any problems. Online negative feedback is far less harmful to your business if customers can see that you have responded to and fixed the problem.
