Your biggest asset as a business isn’t the amount of money you have in the bank, the fact that you think you have the best products in the world, or even your snazzy logo. What really matters? Customers. Without them, your business doesn’t exist.
So that’s why the other evening, I was shocked when I called a bookstore (they sell a tablet that rhymes with book) to ask about their price-matching policy. After a few awkward minutes, instead of receiving an answer to my question, I was directed to purchase some of the products that I wanted from them and to order my other books from another store because it cost less. Logically, this makes sense, but as a customer wanting to make a purchase, I was left feeling unfulfilled.
Needless to say, I went to one of their competitors and they lost a customer.
At a time when competition has gotten more fierce, it is important to remember that customers come in all different shapes. They’re shoppers, blog readers,and most importantly, influencers, so that’s why it is important to treat them right. So how can you keep customers around? Below are 5 ways to keep customers coming back for more.
- Know your products – you don’t need to know every one of them. Just be aware of what you offer and what they do. This way you can answer any questions that come up.
- If you don’t know something, don’t skirt the issue. Instead, tell them you will find out and get back with them. Follow-up is key.
- Make the customer feel valued. If you run a blog, thank them for reading. If you sold someone a product or service, include a note thanking them for their purchase and don’t feel bad asking for a review. By making someone feel valued, they’ll be more prone to tell their friends, write a review and to even tell you how you can improve what you offer.
- Make it right! If someone is unsatisfied with a service you sold them, make it right. Remember, your customers are also your influencers so bend over backwards for them. They will appreciate it and so will your business when they come back for more!
- Reward your customer. Give your customer something to talk about. You can do this by offering them the best customer service, sending them a note to tell them you appreciated meeting them, mentioning them on sites like Twitter, Facebook and Google+, or even referring to something they said in one of your blog posts.
Either way, when the situation isn’t in your favor, remember, they’re your best asset and do everything in your power to make things right. While you might have a difficult time winning over every customer, at least you tried. That’s something that sticks with a customer long after they have purchased something from you or read your latest blog entry.
Got a favorite tip on how you like to keep customers coming back? Leave a comment below.