Businesses are constantly focused on generating new leads and finding more new customers, but are you guilty of overlooking a great opportunity right under your nose? Our past customers are a GREAT source for new business. After all, they’ve already hired you once! Here are 3 easy ways to make sure that you get repeat business from past customers.
Provide a Great Customer Experience
The easiest way to get repeat business from past clients is to provide a great customer experience the first time they do business with you. If they are happy with your product or service, and the customer service they receive then they are likely to return. In contrast, if they have a bad experience at any point of contact with your business, then unless they are just a glutton for punishment they will not choose you the next time around. Take the time to educate your staff and entire team on the importance of providing a great customer experience.
Educate Your Customers on Other Services/Products You Provide
Take the time to educate your customers about other products and services you provide. Often times our customers are simply unaware of the various products or services available and may look to other companies. Look for casual opportunities to educate your customer about what you do and even make notes yourself about particular products or services they might find beneficial in the future. Don’t assume they know everything about your business, rather look for opportunities to educate in a non-salesy way.
Keep in Touch
There are pennies in the sale, but a fortune in the follow up. – Jim Rohn
Touching base periodically with past customers is a great way to get repeat business. Often we focus on chasing down new business and overlook what is right there in front of us. Keep in touch with customers via social media, phone, or email. However, if you are really looking to impress go old school and send an actual written note thanking them for their business. This one thoughtful gesture will make a great impression upon your customer and help you stand out from other businesses. Think about it- when was the last time you received a handwritten thank you note from a business? A great impression will often lead to repeat business.
What can you do to increase repeat business with your existing customers? Do you need to improve the customer experience, educate more, or simply do a better job of keeping in touch? With the Holidays fast approaching, now is a great time to reach out and reconnect.