Nov 11, 2022
Long-standing customers form the
backbone of a robust and well-established business. Make it your
mission to ensure that most of your current customers stay with
your company for many years.
Understanding the High-Profit Client
Most of them have personality traits commonly known as drivers. Folks accustomed to getting things done quickly and efficiently do not mind paying professionals for servicing, repairing, remodeling, or building new construction projects related to their houses and commercial buildings.
Why it's vital to keep existing customers
Your current customers already have personal experiences dealing with your business and using its services. You won't need to spend much time, money, and energy convincing them to continue hiring you.
You and your staff know your current clients well. They're likely to increase the amount (or the frequency) of their purchases and recommend your business to others if you:
According to the US Chartered Institute of Marketing, it costs between four and ten times more to win a new customer than to keep a current customer. Therefore, it's vital to implement outstanding client service to convert occasional customers into loyal, long-standing regulars.
1. Communicate consistently and manage expectations
2. Show your customers you appreciate them
You can show your customers you appreciate them in many different ways, including:
3. Develop customer service standards
Develop customer service standards for your business. You could use some of the following guidelines for your business's customer service standards. Try to:
4. Deal with customer complaints effectively
Regard each customer complaint as an opportunity rather than an annoyance. This allows you to handle the complaint satisfactorily. If a customer complains, it shows they still care.
Steps to take when a customer complains
Listen carefully to what the customer is saying. Understand exactly what they're complaining about and why.
Admit any mistakes that your business has made and apologize to the customer.
Make amends quickly. If necessary, ask the customer what they would like you to do to remedy the situation.
Promise to do better next time.
There are several ways to find out how well your staff is handling their customer service duties, including:
Asking customers for feedback on how your business could improve its customer services.
Inviting your staff to suggest how your business could treat its customers better.
Use all these ideas to develop and extend your customer service skills. Ensure each employee has ongoing training.
5. Exceed customer expectations
Ways you can exceed your customers' expectations include:
Build relationships with clients and take time to learn more about them. Recommend solutions that address their specific problems. Go the extra mile to show your customers they're important to you. Ask for their input, as well. They'll get to know your products and services and offer insights into what's working and what could be improved. If you engage them--and make changes based on their feedback--you'll develop a loyal customer base.
Encouraging repeat customers makes solid business sense. It's far less expensive to keep an existing customer than to win a new customer. Recognize the value of your customer base and invest in building an exceptional customer experience that will ensure your customers return for many years to come.
About The Author:
Sharie DeHart, QPA, is the co-founder of Business Consulting And Accounting in Lynnwood, Washington. She is the leading expert in managing outsourced construction bookkeeping and accounting services companies and cash management accounting for small construction companies across the USA. She encourages Contractors and Construction Company Owners to stay current on their tax obligations and offers insights on managing the remaining cash flow to operate and grow their construction company sales and profits so they can put more money in the bank. Call 1-800-361-1770 or email@example.com