
1. Know your customers and clients
Many people in business believe they have super powers and are able to remember every customer or client for the last twenty years. The truth is, many can’t remember a customer who returns after a week, let alone those who don’t come back at all. More importantly and damaging, is their perception that past customers and clients will remember them. Many businesses fail to do the two most basic things: (1) Capture the contact details of their customers and clients; and (2) store them somewhere easily usable. If you can’t think of a clever scheme, simply be open and ask politely outright: “Would you mind if I make a note of your contact details, so we can make you aware of future discounts, offers and new products?”2. Keep your customers and clients happy – great service equals future profits
If you want an existing customer or client to do more business with you and recommend you to others, then they need to have been happy the first time around. But there is more to this than simply selling quality goods or services. There are in fact three important things you must do over and above basic product quality control:- Understand the distinction between technical or product quality and service delivery quality. In other words, make sure that the little things that make up the overall experience of dealing with you are not overlooked.
- Measure customer or client feedback.
- Deal with complaints well when they do arise.
3. Keep in touch with customers and ask them to buy again
4. Identify and offer additional products and services to customers
Whatever product or service you sell your customers, there is almost always something else you can offer them. The problem is that cross selling or “upselling”, is one of the most neglected business development tools and concepts. Businesses talk a lot about it, but often do little in a structured and planned way. Ask yourself the question: what else can offer my existing customers and clients?5. Get customers to give you referrals and introductions
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