According to the Veterinary Consultant, it’s always easier to sell to an existing customer than to a new one. Therefore, owners of small businesses are constantly on the lookout for ways to create loyal customers. No matter what you sell, there are a number of strategies you can employ to maintain customer loyalty. Here are some tips.
Stay Professional by Keeping Your Training Up to Date
Never stop learning about what you products and services you are selling. It is important to always be perceived as the expert in your field. With easy accessibility to information on the Internet, customers do their research and are more informed than ever. And no customer wants to know more than the “expert”. So read the updates and take the courses you need to always be up to date on what’s going on in your industry. Your customers will reward you for your commitment to constant growth.
Make It A Priority To Resolve Customer Issues
It’s important to stay perceptive to your customer’s needs as they will rarely tell you up front if they have a problem. You could learn a lot by asking your customers periodically how their experience with your and your company has been and request suggestions for improvement that might make their situation even more enjoyable.
The most important advice is to never point blame when you hear of a problem and use the SODDI defense (some other dude did it). Take the blame gracefully, after all it’s your company and therefore anything that goes wrong ultimately stops with you. Then rapidly solve the problem. Customers are used to the SODDI defense and rarely encounter vendors who work fast to solve their problems. Instead of the error being foremost in their minds, the amiable resolution will keep them returning as repeat customers. As a matter of fact, often a customer that started out as a problem case will end up referring more business your way in the long run.
Help Your Customer Remember the Reasons They Originally Chose You
Don’t be timid: it is critical that your customer is reminded of the advantages of choosing you over your competition, and you should praise them for their wise choice in you. Everyone deserves a little praise, so why not also take the opportunity to remind your customer of your competitive advantages while praising them for making a good choice in you.
The ultimate goal when creating loyal customers is to give them service that is so good, everyone else pales in comparison. When great service comes naturally, customers begin to expect it year after year. That is when you have a loyal customer.