Have you noticed that your regular customers haven’t been visiting your small business lately? While there can be a variety of reasons for their disappearing act, for your establishment to grow and succeed, you need to take note of how and why loyal customers are no longer… loyal.
While it may not seem like a big concern because new clients may be replacing old ones or frequent customers have moved away, the numbers can start to add up. After all, you know that you count on your most loyal shoppers for steady income, seasonal business, and word-of-mouth endorsements.
So, as spring heralds a season of rebirth, here are a few tips to consider to win back – or retain – customers:
- Set up a database of your most loyal followers. It’s easy to keep track of names, addresses, and emails of your regulars through a computer program, such as an Excel spreadsheet. In addition to their name and address, add what they are spending per visit and when they last frequented your establishment. If you don’t already have customer information, ask your best clients to fill out a customer service card that provides pertinent contact information (email is as expected as an address) with an incentive of a prize or future discounts. Then you can follow how often they visit, how much they spend and, when applicable, what they are purchasing.
- Keep an eye on “flight risks.” Look into the reasons behind why a steady customer is not visiting as often or spending less when they do. For instance, if you own a beauty salon and some of your regular Saturday morning clients are no longer making appointments, check to see what’s up. Could it be you raised your prices recently and cost is an issue? Or one of your employees is talking politics too much?
- Provide incentives. Who doesn’t like to be wooed? Your regulars who are no longer regular may be curious to return if you offer a tempting incentive. Maybe it’s one free check-up. Or a discounted rate for a regular service for a few months. Once your regulars are back in the door, turn on the charm to discover the reason(s) why their absence occurred.
- Communicate with customers – always. Providing excellent customer service should be a daily expectation. But be sure to offer an opportunity for your clients to voice their opinions about your small business. Sometimes, people just want to be heard. You will need to take responsibility for their feedback. And you also may need to develop a thick skin.
By staying close to your customers, you can work to ensure they stay close to your small business.
At Biz2Credit, we look after our customers all the time. Contact us today for your financing or refinancing needs. Call (800) 200-5678 or visit us online at www.biz2credit.com.