Getting customers to come back to your business again and again is how you get long-term customers, and long-term repeat customers is often the key to building a successful business.
Here are a few tips from Pearl to getting your customers to keep returning to spend more money.
Don’t exploit returning customers
Most people prefer to keep going back to the same business if said business provides a valuable service – it’s easier because they know what to expect.
Don’t exploit this by constantly making sales pitches to them. They’d appreciate you much more if you are subtle when trying to sell them new products or services.
Show your customers you appreciate them choosing you over your competition
When a customer spends money at your business, they are choosing you over the competition. Show your customers how much you appreciate this by offering extra. This could be lower prices, or something different like free shipping or some other gift.
Help your customers
As a business, you provide solutions to people’s problems. You don’t just have to help people in things related to what your business does, though – ask your customers how they are doing, and if they tell you about any problems, see how you can help. You might even be able to tell them about another customer who had the same problem, and how they solved it. People will know yours is a business that helps people.
Make your customers feel special
The bigger your business grows, the harder it can be to differentiate between your customers, but it is still possible. For example, you could start a loyalty scheme where you provide something for free after the customer has used your service so many times – this is an easy way to make your customers feel special even if you don’t know who they are as an individual.
Be polite and remember your customers’ names
Any employee who regularly interacts with your business’s customers should make a strong effort to remember their names. It’s an easy way to show your customers that you appreciate them.
You should also remember the manners your mother taught you – saying please and thank you goes a long way to giving your customers a pleasant experience while doing business with you.
Make things easy for your customers
Most people go to businesses to make things easy for them. If you have a leaky pipe, for example, you could spend hours looking at How-To video guides on YouTube so you can fix it yourself, or you could call a plumber to fix the pipe before your whole house is flooded – the plumber earns some money, and you get a dry house.
You should aim to make things easy for your customers at every step. For example, if you give out money-off coupons, don’t make your customers jump through hoops to redeem them.
A final word – keeping your customers happy
Keeping your customers happy is just about the most important aspect of building a successful business. Hopefully, you’ll be able to use these tips to make your customers happier about the products or services you offer.
Shoaib Aslam is the co-founder of Pearl Chartered Accountants, a UK-based chartered accountancy firm that has multiple locations across London. They are experts in helping startups and established businesses with all aspects of growth, strategy, scaling up, accounting and tax planning.