No matter where you are in your business cycle, more and more businesses are hyper focused on driving repeat business. Why? Because it represents a huge revenue stream to top-line sales. But with so many options out there for decision-makers to choose from, how can you ensure that your existing clients will keep coming back for more?
#1 Use A Client’s First Name – Treating each client as a unique individual is the key to good customer service. When you or your customer service team speaks to a client, be sure to address them by name throughout the conversation.
#2 Make GREAT Customer Service A Priority At Your Business – A bad customer service experience will not only affect how a client feels about your business, but it can impact how that client talks to others about your business. With social media becoming an ever-more popular way for customers to vent, one client’s dissatisfaction could mean widespread negative publicity for your company.
#3 Communicate Missed Deadlines – Sometimes, circumstances arise that will cause you to miss a deadline, such as a promised delivery date. In these cases, it is always best to let the client know as soon as possible. While an apology can go a long way, consider offering a discount on the current product/service or a future product/service.
#4 Incorporate Up-Selling And/Or Cross-Selling – Use client requests for products or services as an opportunity to discuss other related products and services your company offers. This is not only a great way to increase sales, but it also shows clients that you have experience and knowledge in other areas that could meet their needs.
#5 Follow Up After An Initial Order Is Placed – When orders are placed, be sure to capture contact information, including name, address, phone number, and e-mail address. Then follow-up immediately with an e-mail or a phone call to thank the client for the business.
#6 Ensure Customer Support Information Is Readily Available – There is nothing more frustrating for a client than not being able to talk to a live person when they have a question. Make your contact information readily available and easily accessible. Display a customer service contact number prominently on your website.
#7 Reduce The Perceived Risk – Clients want to be rest assured that they will receive a high-quality product or service at the best possible price. By offering a guarantee, you will lower the perceived risks and gain your clients’ trust. This ultimately increases the chances of return business.
#8 Assess Your Company’s Performance – Be sure to offer customer surveys to assess the level of your clients’ satisfaction. If survey results shed light on an issue, take the proper steps to resolve the problem quickly.
Executive Summary: A happy client is more likely to become a repeat customer. With this in mind, it’s essential to make good customer service a top priority. Remember, if you are not making your clients happy, your competition will be waiting in the wings to do a better job.