Building Customer Relationships

To the ordinary entrepreneur, closing and finalizing the sale is the completion of serving the customer’s needs. But for the pro, this is only the beginning. Repeat customers are the “backbone” of every successful business. So, how do you keep them?

- To ensure you don’t drop the ball on follow-up, check out one of the many contact management or sales software program on the market.

- Make it easy for customers to contact you – by phone, fax, email, website, social media, etc. – to share ideas, frustrations and suggestions.

- Create external incentives to keep customers coming back. Offer customers free merchandise or services after they buy a certain amount. This gets them in the habit of buying again and again.

- When customers are happy with your service, ask them for a testimonial. Get permission to use quotes from the testimony in your print ads, websites and brochures. Ask if you can use their name and phone number to certain qualified prospects so they can get a solid recommendation about your business firsthand.

- Offer referral discounts to loyal customers who refer new clients your way.

- Go above and beyond. Hand deliver merchandise. Call the customer personally. Take 20 percent to 30 percent off the cost. Invite customers to a showing of your new products.

Customer loyalty is hard to win and easy to lose. Going above and beyond with your customer service, you’ll soon see your sales going above and beyond those of your competitors.

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