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The Golden Rules to Keep Clients Coming Back
It follows that since closing new business or making new sales is a result of hard work (sweat and sacrifice), then keeping them happy and coming back on repeat business is a smart decision. Your personal sanity and leading the business to succeed starts here.
Here are some golden principles that you can practice to keep them happy and coming back for more:
1. Deliver Early and Beyond
If you are in the service industry, delivering results beyond what is expected of your firm will go a long way. Submitting deliverables earlier than planned deadlines will bring a sweet smelling aroma to your business relationship. The key word is on top of customer satisfaction, endeavour to perform more to give your client more than what they would normally expect. If it does not cost you much, give extra products, extend service hours longer. Invest in creating a name that can be trusted by giving more. This would be a sure way for them to write you on their books, and be called again and again; and, be referred to other clients again and again.
2. Keep Excellence Non-Negotiable
Sad to say, but no one remembers second place except probably for Miss Colombia. If we do not strive to satisfy customers and consider every point of contact with them excellently, we will hear the famous line, “I apologise …” and the crown (more of contract) will not be given to us again. Excellence should be second nature, it is making sure that customers see your value for what they hired you for, and more. Second best won’t matter and only greatness can make a name.
3. Build a Relationship
Between two companies or brands which has the same features, price and other natural qualities, the only contending factor for a customer to return is if you have built a relationship with them. Companies will always choose a firm to partner with if they feel genuinely understood and helped. This is where relationship building is key. Make every effort to talk to your customers, be transparent, and encourage communication. When customers are able to talk to you easily and share their sentiments to achieve a goal, you will know that relationship has been built. Like in any relationship, don’t just make sure your presence is known. If there is a need, greet them on their anniversaries, milestones, birthdays, and successes. Remember them during hardships and low points in business cycles. Be a partner they can trust by being genuine and professional at the same time. When these happen, don’t be surprised to have loyal clients coming back for years.