It takes effort to create a return customer, but with the number of sales they bring to your store in return, they’re worth the extra effort. If your business is using up all of its resources towards directing its advertising budget on attracting new clients, you may be missing out on a huge market… the customers that you already have.
The Power of Loyalty
Getting a new customer will usually cost your business money on advertising. Loyal customers don’t just buy your products; they tell other people about them. They might even post your products on their social media pages, giving your business free advertising to hundreds or even thousands of new potential customers.
New customers may appear once or twice and you’ll never hear from them again, but every new customer is an opportunity to create a return customer. And that is why it is important to take care of every single customer as well as you can. If you do it right, every customer can become a lifelong customer, which really pays over time. If you offer a great product or service, there is no reason why you won’t be able to create a strong following of return customers.
Here are 4 simple steps to create a loyal following of return customers
Create The Right Environment
If your business isn’t presentable, you probably won’t get many people wanting to return. Take a walk around your store and make notes. Your store should be comfortable and welcoming. The inside and outside should be clean, the lighting should be inviting, and the layout should be easy to maneuver through. If a customer cannot find the product that they need, then your layout might need some changing up. Take some time out to think about your decor and finishing touches, too. Listen to the feedback you hear from staff and customers about the environment and see what could use some sprucing up, while leaving the things that are already working.
Have Your Staff Put Their Best Foot Forward
If you’re not always around or selling directly to your customer, then you need to be sure that you have a loyal and friendly staff, who preferably believe in the products they are selling. Your staff should not only be friendly, but they need to be knowledgeable as well. A kind and well-informed staff will leave the right kind of impression on your customers. If a customer has a positive experience, they are more likely to return even if they did not purchase anything the first time. Gather your staff together for training sessions to be sure that they are upholding your business to the highest degree. Having a properly trained staff will ensure positive interactions.
Learn Your Customers’ Names
Introductions are the best way to make a good impression on someone right away. If you are not great at remembering names, try to make a mental note about something that the person is wearing and repeat their name back to them. If your business is very busy and you don’t have time to introduce yourself to everyone, go out of your way to introduce yourself to people that you already recognize. IVR technology can free up valuable time and scale the effectiveness of your workforce. Recognizing a frequent customer will help you to learn what the customer wants and expects.
Remember Your Customers and What They Like and Don’t Like
Now that you have brought in a customer for a second time and have introduced yourself to them and gotten their name, you can start taking notes about their shopping habits. Many businesses use this technique and it makes their repeat customers feel appreciated. For example, if you run a wine store and you already know that a customer likes a certain wine region, you can remind them when you know you are getting a new wine from that particular region. If you own a restaurant, remembering people’s allergies and sending out their favorite appetizer as a compliment will guarantee that your customers will return.
Return Customers = Greater Value
If you remember to do all four of these simple steps, your business will soon be on its way to maximizing its profits. As a business, you want as many customers as possible, however, loyalty goes very far in the long-run. Gaining a customer and keeping them for years to come means your initial marketing efforts were ultimately successful, enabling you to bank on them long-term. Considering the large expense marketing can be, why not extend your efforts for the highest yield?