Take care of your customer loyalty and they’ll return you the favor. Loyal customers can be very important in developing a sustainable business. Usually, they are not so sensitive to prices and they can be almost immune to other competitors. Moreover, they can be a powerful weapon for free marketing, promoting or defending the company online and offline. In this article, we will teach you how to keep your customers loyal.
Anticipate your customers’ desires
When a customer needs is satisfied even before it is expressed, you, as an owner of a business, show that you care about the customer as an individual. There is no need for telepathic abilities, you just have to pay attention to customers and get to know them. Moreover, you should treat your customers how would you like to be treating by other owners.
By caring for customers, you can generate strong loyalty and it really worth all your effort. For example: instead of using some of those standard messages such as “If your bathrooms need to be cleaned, please notify the staff”, the famous Charlie Trotter’s restaurant in Chicago has adopted a proactive system for a long time. By themselves check the towels and the soap after each use. Moreover, they tried to avoid to put their clients in embarrassingly ask for a soap that already had to exist in a bath.
In a company that aims impeccable service, one member of the team, disliked or insensitive can damage customer loyalty and team morale. Therefore, it can be much better to leave a vacancy, than to hire some inappropriate people. Furthermore, excellence in customer service is fully achieved when company owner is an expert in recruiting and training staff.
Pay attention to detail
If you are thinking about keeping your customers loyal, you have to pay attention to detail. Make sure you treat them well in both situations, when they arrive in your company and when they leave. Psychological studies have demonstrated how customers remember the first and last minute of serving, much better – and much longer – compared to the rest. The first and last elements of customer interactions must be carefully tuned so that they remain in their memory.
Know your customer
You should dedicate yourself to recognize every customer who buys from you again. Whether you own a small or a large business, you should know your clients as it does a bartender, doorman or a hairdresser. For example, you should be the type of owner who would know the preferences of each client, its pet name, when he came last time and other details. Nowadays, there are a few computer systems, which can create the feeling of “home “, regardless of size and price offered by your business and whether it’s online or in construction.