When you run your own business, it can be tough to hold on to customers. After all, you're the only one who knows what works and what doesn't. It's much easier to keep current clients than it is to attract new ones.
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However, there are ways you can increase customer retention in your business so that you don’t lose repeat clients at the first sign of trouble. Read on for more information.
Create a sense of urgency.
If you want to keep customers, it helps to make them feel as if their business is important to you. Show them that you're aware of their needs, and that you want to help in any way you can. Send them emails and letters with reminders of their due dates, or follow up on their phone calls and emails. Customers appreciate a sense of urgency from their vendors, and it will make them feel more appreciated and valued.
Be helpful and responsive.
Customers will be much more likely to come back to you if they feel that you've responded to their needs. Be ready to take suggestions and incorporate feedback into your offerings. If your clients are telling you what they need, be ready to respond to that. Be helpful and responsive, and you'll retain your clients much easier than if they feel as if you just reaction to what you're being told.
Clearly communicate your expectations up front.
If you're a one-on-one direct sales company, there may not be a lot of confusion about expectations. However, in many businesses, the customers and employees aren't entirely clear on what they should be doing. If you have a uniform set of expectations that everyone in your business understands, you'll be a lot less likely to be confused by customers. Be clear and consistent with your communication so that you avoid miscommunication. Be clear with your staff and any contractors you work with as well.
Show appreciation for your existing customers.
As a business grows, it becomes much, much harder to keep all of your existing clients. The best way to keep customers is to retain the ones you have. Customers appreciate being treated well. They'll be a lot less likely to leave you if you treat them with respect, acknowledge their efforts and make them feel as if they matter. One of the best ways to show appreciation for existing customers is to send a monthly survey. Doing so will not only keep you up-to-date on your clients’ needs, but it will give you a chance to show your appreciation as well.
Communicate with your clients regularly.
If you have clients who are distant from you, it's important to keep in touch with them. A lot of business owners assume that it's okay to just drop off communications after a client has given them a payment, but that's not the way you want to do it. Drop off communication when you can, and you'll make a customer feel valued and important. Another thing you can do to stay connected with your clients is to follow them on social media. This can be a great way to stay in touch with them and show them that you care.
Offer discounts or other incentives to keep them.
If a customer is leaving you, they're probably not going to stay on the up-and-up. It's likely that they're reaching the point that they need to either change or find other options. In many cases, that means that they'll need to lower their prices or switch to a competitor. If you want to keep your customers, offer discounts, coupons and other incentives to get them to stay with you. This can help you save money, and it can also help you retain customers by encouraging them to stay with you.
Final Thoughts
Retention is a huge issue in the business world, and it can be a challenge to keep your existing customers. These ways can help you keep your customers, and they can help you stay profitable. A huge part of retention is communication, so be sure to get in touch with your existing customers regularly and make them feel appreciated for their business. If you keep these tips in mind, you can keep your customers and create a profitable business.