The goal of any small business is to not only impress customers, but also keep them coming back. Oftentimes, repeat customers provide a significant chunk of a successful small business’s revenue. If you’re finding that people are coming to your business once and never returning again, there may be some things you are doing that are alienating customers. Read on to find out some possible reasons that might explain why customers aren’t coming back to your business for more.
1. Poor Customer Service
Treating customers poorly is a surefire way to ensure those customers will never bring you business again. You might be thinking, “But I’m always nice to my customers!” And if that’s the case, the problem may not be you. Observe the salespeople in your business, and watch how they treat customers. Look in the comments box to see if any customers have complained about bad service or rude behavior from any of your employees.
If you think poor customer service is the culprit for your alienating customers, it may be time for a refresher course in positive customer interactions. Or it may be time to hire some new employees.
2. No “Wow” Factor
Small business products tend to be more expensive than the big-box alternatives. In order for customers to justify spending that extra money purchasing from you, there needs to be that extra something special, which only comes when customers purchase from you. Maybe you use only organic products because that’s what you want to be known for. Maybe you include handwritten notes in the packages when customers purchase from you online, to express your gratitude that they chose to shop with you. As a small business owner, you need to add that extra “wow” factor if you want to stand out against the big-box stores that can offer similar products for cheaper.
3. Poor Quality
If you’re a new small business owner, there’s a chance your company hasn’t totally worked out the kinks yet. Maybe there’s an issue with quality control, and some products are showing up on customers’ doorsteps looking different than advertised. Or maybe the suppliers you are using are not delivering consistently high-quality parts to you.
Do some quality control, and investigate to see if there are any wrinkles that need to be ironed out in your small business. Chances are you may find some areas that need improvement. If that’s the case, solve them, and you’ll be on your way to a better business.
4. No Relationship-Building
It’s important that you build positive relationships with the people who visit your store. People visit mom-and-pop shops and hole-in-the-wall restaurants not only for the great products, but also for the experience of contributing to a wholesome, family-run business. Let people know your story, and help them feel that visiting your business is almost like visiting your cozy living room.
There could be a whole host of reasons that customers aren’t making repeat purchases from you. But there’s a high likelihood it has something to do with one of the reasons above. For more information on how to strengthen your business, visit our website at www.biz2credit.com.