In any business, customers are the most significant asset. Having a huge client base translates directly to high sales, which consequently result in high revenues. The ultimate goal of all businesses is to make a profit, so as a businessperson or an entrepreneur, you must endeavor to keep your clients happy. You need to devise creative ways to uphold a high customer retention rate and brand loyalty. Here are a few strategies you can apply to keep your clients happy and content.
Deliver beyond your customers’ expectations
Consider occasionally surprising your clients by over-delivering. This does not, however, imply over-stretching your resources; rather, it simply means that once in awhile deliver your promise to the client a few days earlier than agreed. If you had promised delivery of a service or product in a week, you could surprise them by delivering the same after four days or so. This way, they will certainly come back for more goods or services.
Communicate effectively with your customers
Communication is vital in all relationships, including business. You should never keep your clients’ calls waiting or have their calls go unanswered as this will frustrate them. If there is no one in the office, divert the calls to a cell phone. Similarly, ensure you reply to their emails promptly and if you are not available to respond immediately due to an out of office commitment or an extended leave, set an autoreply and provide them with an alternative channel or phone number to call. Most importantly, be a good listener and let your clients know you value their concerns and input. Encourage them to provide feedback on your products to make them feel valued and keep them happy.
Your customers need to view you as trustworthy, reliable, and transparent. The only way to foster this trust and confidence is by delivering on your promises. Set realistic goals that you can meet and be consistent in excellent service delivery. If you do not deliver as promised due to some unavoidable reasons, own up and apologize to your client for inconveniences that may ensue, and then proceed to fulfill the obligation.
You should always maintain the appropriate level of professionalism when dealing with your customers. If you scheduled a face-to-face meeting, be prompt to avoid wasting their precious time. Dress neatly and carry yourself well to win your clients’ confidence. Be polite and patient, and learn to take negative feedback gracefully. Remember your customers are your brand ambassadors so you need to win their confidence and trust so that they can market your products to their kin and friends. A happy and satisfied customer will certainly bring you more referrals and more revenue.
Your customers need to know that you appreciate them for their crucial contribution to your business success. Send thank you messages or even thank you cards when applicable. After every interaction, remember to say a simple ‘thank you’ and wish them well; this gesture goes a long way to make the clients happy and feel appreciated.
The secret to keeping your clients happy is consistently upholding exemplary customer service standards. Treat your customers as a priority in your business and let them know you appreciate doing business with them. Always strive to keep your customers loyal to your brand by meeting their expectations and they will certainly help your business grow tremendously.