Making lifelong customers
Loyal customers fuel businesses. They provide the regular income a business needs and can serve as an important voice of promotion in the community. According to the American Customer Satisfaction Index, customer satisfaction has started to improve for the first time in two years, but remains lukewarm with the down economy. April is Customer Loyalty Month, which makes it a prime opportunity to review how your business approaches customer service. Here are some ways to help build your loyal customer base.
Treat each customer as if they are the only customer. Customers should feel as if they are part of an exclusive club, not just a number in your database.
If a customer has a problem, make it your problem. Customers will notice the effort your business puts into solving their issues. Even if you can’t solve the problem, you will likely have gained their good will and their trust.
Don’t do all the talking, listen to the customer. Ask them for suggestions on how to improve your business. As customers, they will have a different insight into your business than you or your employees. A customer that has invested time into improving the business will also feel a stronger loyalty to that business.
Send hand written thank you notes to new customers or to long-time customers thanking them for their business. You will stand out in the customer's mind when they need to do business in the future.
Keep employees excited about working at your business. A positive work environment makes a positive shopping environment that customers will return to again and again.
Remember that customer service isn’t a program, it is a culture that must be built into the entire business. Train every employee how to handle interacting with customers, even if their job doesn’t require regular interaction with customers. You never know when you will have an opportunity to make a someone a customer for life.
Better Business Bureau of NWFL
If you would like the opportunity to learn more in a small group setting consider attending our upcoming Customer Service Training Seminar. Read below for more information.
On Friday, April 27th the Bay County Chamber of Commerce and Dale Carnegie will host “How to Use Customer Service to Turn Transactions into Relationships” seminar from 8:15 – 3:30 p.m. at the Bay County Chamber Boardroom located at 235 W. 5th Street.
The seminar will be presented by David Balmer of Dale Carnegie Training and will help you identify current customer needs and how to anticipate customer expectations.
Topics include: Profile a Client with “Customer Continuum”, Overcome Objections and Negotiate with Customers Using the Three Principles of Successful Negotiation, Using Follow up Techniques that Build Loyalty, Communicate Clearly and Concisely, Think on Your Feet and Find Creative Solutions and Winning over Customers as Friends and Keeping Them for Life.
Space is limited, RSVP by April 23rd. Cost to attend is $100 for Bay County Chamber Members and $125 for Future Members. Anyone interested in registering can call 850.215.3761 or email