The surest way to make customers fall in love with your business, come back for more, tell others how wonderful you are is to practice the " and then some" principal. Your product do all that you said they would do- and then some. Your service is as prompt, reliable, and courteous as you promised it would be- and then some. If the customer needs help after the sale, you provide that help- and then some. It is the willingness to go that extra mile that separates the true champions from the also-rans.
When you go that extra mile, take the following steps
1. Reinforce the buying decision immediately.
The sooner the customer feels rewarded for buying from you, the greater ate the odds he will buy again. As soon as the customer says YES to your offer, reassure him that he is doing the right thing. Compliment his decision and tell him something like "Great. You will be glad you bought it." Then throw in something extra as a reward for buying.
2. Keep tabs on the order to insure that the customer gets what you promised.
Once the order is placed, make sure that internal arrangements are handled properly. Was the order processed correctly? Was the product or service shipped or delivered on time? Was the billing accurate and timely? Staying on top of the details will help you spot and correct any problems before they occur.
3. Make a nonselling follow-up call.
This will really set you apart from the competition. As I pointed out earlier, most businesses don't bother to ask customers the Platinum questions. They prefer to whistle in the dark and hope all is well, rather than satisfied. Call the customers and ask if everything is okay.
4. Keep good records and stay in touch.
The best time to sell is when the customer is ready to buy. Regularly touch base with your customers to test for future business. Keep a written record of what each customer buys and when he buys it. Does he regularly reorder certain things at a certain time? When does his new budget begin? Does he have any new problems or opportunities on the horizon where you may be able to help? But keeping a record on each customer, you will be able to know he is most in need of what you offer.
5. Turn your customers in goodwill ambassadors.
An old saying has it that nothing sells better than a satisfied customer. That is only partly true, because most satisfied customers won't tell anybody about what great service you give unless you ask them to. Every time you get a satisfied customer, asked him to write a testimonial letter, on his stationary, stating how happy he is with your products or services. Also, be sure to ask your satisfied customers for referrals..
Applying these 5 methods will retain your new and old customers.
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