The relationship you have with your customers is precious. You just can’t put a price on a personal connection with a business. Keeping that relationship positive and strong is what brings in recurring business and even referrals. When customers are looking to buy a certain product, you want your business to be the first one they think of, instead of looking for better options. Here’s what you should do to prevent your customers from straying to the competition:
- Touch Base
Customers remember the companies that take the time to reach out after an order, just to make sure the shipment arrived smoothly and to ask if they have any questions about the product. This shows customers you truly care about their satisfaction and that you are committed to delivering quality to everyone.If it’s been a while and a customer hasn’t come back to do more business, reach out to see if they need some help. If the customer was already thinking about re-ordering from your company, this email or phone call may serve as a reminder.
- Call Instead of Email
Email may be the primary form of communication nowadays, but it’s still refreshing to receive a nice phone call. Pick up the phone once in a while to check in with your customers. For example, Backcountry.com reaches out to first-time customers over the phone after they place an order, just to check in and ask if customers have any questions or concerns. This level of commitment shows customers you truly care about the service you’re providing.
- Be Prompt When Responding
When customers reach out with inquiries, be sure to respond in a timely manner. This helps to establish customers’ confidence in your company and brand. If there is an issue of some kind, make it your priority to fix it as soon as possible. The way businesses resolve errors says a lot about their level of commitment to their customers. If you made a mistake, see it as an opportunity to prove yourself.
- Listen to Feedback
When customers offer feedback or concerns, be sure to listen. This lets them know that their opinions are valuable to you, and that your goal is to create a company that services everyone effectively. After all, you started a small business with the goal of helping others, so it would be silly not to listen to what they have to say.
No matter what kind of business you run, the keys to preventing customers from straying are rooted in excellent service. Always show customers your high level of commitment to providing top-notch quality.