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10 Service Tips to Retain Regular Customers in a Recession - And Beyond
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10 Service Tips to Retain Regular Customers in a Recession - And Beyond
Know Who They Are
Your regular clients are the core of your sales revenue.They want to continue to do business with you. Define them by revenue, quality, quantity, frequency or however you choose. But you must find out who they are.
Your Lifeline
Regular clients are your recession lifeline. They`re always vital to your business. In a recession, it`s harder to gain new clients and competition for business is fierce. Regular clients are your lifeline.
Treat Them Differently
Regular clients incur no acquisition costs. Spend to keep them. They value their relationship with you. They are more likely to respond positively to efforts to enhance that relationship. They deserve to be treated differently. It also makes good business sense for you to do so.
Make Regular Specific Personal Contact
Use phone, email or print. Whatever you do, personally contact your GRCs (good regular clients) at least 4 times a year. This contact should be independent of any normal business dealings. Send a print or email newsletter. Personalize your contact as much as possible. If you use the phone, use a script. If possible, go and meet them.
Find Out what They Expect
Always ask. Never, ever guess. That`s all. Remember it`s about service not product. Use questions like "How could we improve the service we provide?" "Could we do better to meet the service standards you expect from us?" This way, you`ll also find out which of your current service practices are most highly valued by GRCs.
Be Different
In your industry there are service standards that both you and your competitors all meet e,g, money back guarantee, 24 hour service, immediate replacement of damaged goods. What more can you do? How can you enhance a standard service. Look for improvement or enhancement that competitors wont want to match.
Offer Rewards and Prizes
I expect you have pens, magnets, notebooks and the like that you make freely available. What about travel, holidays, Plasma TV, theatre tickets, Notebook computers? The basic rule is relatively low cost to you but high perceived value to GRCs. Look for prizes that seem expensive to competitors too. You could use free service and/or product when revenue reaches a certain $value. T-shirts and baseball caps don`t count!
Not For All
Emphasise the exclusivity of your GRC system. Ensure they understand that they`re being rewarded for their continued support which you value vey highly. Keep repeating this message.
Make It Fun
Are you and your business fun to deal with? What can you do so that your GRCs actually look forward to dealing with you? You needn`t be stupid or absurd. Just remember, if you`re really fun to deal with, they`ll never leave you.
Conclusion
Value your GRCs. How you treat them could be the difference between surviving and prevailing in the recession. When everyone else is reducing staff and prices, you enhance service. And have fun.
Source:
http://ezinearticles.com/?10-Service-Tips-to-Retain-Regular-Customers-in-a-Reces
Your regular clients are the core of your sales revenue.They want to continue to do business with you. Define them by revenue, quality, quantity, frequency or however you choose. But you must find out who they are.
Your Lifeline
Regular clients are your recession lifeline. They`re always vital to your business. In a recession, it`s harder to gain new clients and competition for business is fierce. Regular clients are your lifeline.
Treat Them Differently
Regular clients incur no acquisition costs. Spend to keep them. They value their relationship with you. They are more likely to respond positively to efforts to enhance that relationship. They deserve to be treated differently. It also makes good business sense for you to do so.
Make Regular Specific Personal Contact
Use phone, email or print. Whatever you do, personally contact your GRCs (good regular clients) at least 4 times a year. This contact should be independent of any normal business dealings. Send a print or email newsletter. Personalize your contact as much as possible. If you use the phone, use a script. If possible, go and meet them.
Find Out what They Expect
Always ask. Never, ever guess. That`s all. Remember it`s about service not product. Use questions like "How could we improve the service we provide?" "Could we do better to meet the service standards you expect from us?" This way, you`ll also find out which of your current service practices are most highly valued by GRCs.
Be Different
In your industry there are service standards that both you and your competitors all meet e,g, money back guarantee, 24 hour service, immediate replacement of damaged goods. What more can you do? How can you enhance a standard service. Look for improvement or enhancement that competitors wont want to match.
Offer Rewards and Prizes
I expect you have pens, magnets, notebooks and the like that you make freely available. What about travel, holidays, Plasma TV, theatre tickets, Notebook computers? The basic rule is relatively low cost to you but high perceived value to GRCs. Look for prizes that seem expensive to competitors too. You could use free service and/or product when revenue reaches a certain $value. T-shirts and baseball caps don`t count!
Not For All
Emphasise the exclusivity of your GRC system. Ensure they understand that they`re being rewarded for their continued support which you value vey highly. Keep repeating this message.
Make It Fun
Are you and your business fun to deal with? What can you do so that your GRCs actually look forward to dealing with you? You needn`t be stupid or absurd. Just remember, if you`re really fun to deal with, they`ll never leave you.
Conclusion
Value your GRCs. How you treat them could be the difference between surviving and prevailing in the recession. When everyone else is reducing staff and prices, you enhance service. And have fun.
Source:
http://ezinearticles.com/?10-Service-Tips-to-Retain-Regular-Customers-in-a-Reces
