It is hard enough to acquire customers, so it does make sense to do what you can to ensure your customers are happy and will continue to use your products/services. There are many ways that you can cement your relationship with your client base and we look into a few in this short article.
- Acquire accurate feedback – Set up a system that gives you honest feedback from your customers; if there are minor issues, for example, this should reveal them. It is crucial that trust is built and this takes time and a degree of effort on your behalf. Developing customer relations won’t happen on its own, you have to initiate it and feedback is a necessary ingredient to long-term sustainability.
- Seasonal greetings – Of course, you should regard Christmas cards for business as an important way to touch base with all your customers. People remember who thinks of them at this time of the year, so always prepare your Xmas card list a month or so in advance.
- Personalising business relationships – While this is not always possible, it is good to maintain contact with regular customers. When you send promotional emails, always greet the client by name, as this keeps things on a personal level; people like to be recognised and remembered.
- Company newsletter – If you don’t have a monthly company newsletter, you are missing out on an opportunity to develop your relationship further; the newsletter should contain information about recent events, new products/services, and general news about the industry. If you have special offers or seasonal discounts, they should be promoted in the newsletter. Click here for tips on improving your resume.
- Develop a strong social media presence – If you have the resources, have a staff member take on the responsibility of replying to Facebook comments; prompt replies promote inclusion and show customers that you care about what they think. Questions should be answered in a timely fashion and if someone asks a question and you’re not sure of the answer, tell them that you will get back to them shortly.
- Appreciate your customer base – Saying thank you shows an appreciation to your customers; why not design some cute ‘Thank You’ labels to attach to your product packaging? Every little bit helps to develop a positive relationship with customers.
- Apologise when things go wrong – When a delivery is late or a customer has to wait for service, it is always good to apologise. Whether verbally or in writing, customers prefer it when a provider admits a mistake, it shows you are human and people make mistakes. The worst thing you can do is pass the blame to another person/organisation, as this does not reflect on you well.
As you can see, there are quite a few ways that you can develop customer relations and with some focus and perseverance, you can keep your customer base happy.
