Retaining Customers

Money spent on retaining existing customers through improving customer service is cheap when compared with the cost of getting new customers, and even more so compared to the cost of losing a customer. In fact research shoes that it can cost up to six times more to get a new customer than it does to retain existing ones.

The realisation of how much existing customers can spend in your business in the future makes investing in customer satisfaction, a far easier decision.

Customer focus.

By developing an effective customer focus, you create a bond that keeps customers coming back time after time and they will often tell others of how you solved their challenge.

Begin with asking your staff and or customers how they feel things can be improved, once you do that, consider how you will continue to ask for feedback and profit from implementing even the smallest ideas. If someone says, clean the counter, take the suggestion seriously and do something about it.

The 1% factor

If you could improve your business by 1% each week, in just under two years you could have a 100% improvement. So imagine if you get the ball rolling faster, the effect could be mind-boggling. In service this is a great way to make improvements and see bottom line results.

Price? What price.

How often do you go to a particular store because they are focused on meeting your needs and solving your challenges? Often we return to these stores without even giving consideration to the price, because we know, "They always look after me".

These businesses often unknowingly address the customers concerns in a manner that is suitable and they readily come back for more. Others however unknowingly put customers off and cause the 1% factor to work in reverse. Spend time finding out what the 1% factors are and do something about them is imperative, often it is just a dirty window or faded sign that can be easily rectified.

Consider carefully how your customers feel you care for their needs, compare this with your competitors if need be and concentrate on being the No:1 organisation in your field for excellence in customer care. Business profitability often follows.

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