Running a business can be tough. There’s always so much to do and so many individual elements that work towards making your business a success. You might find some parts of running a business confusing or complicated, and you are bound to be offered plenty of conflicting advice.
But, it’s not all as hard as it might seem. One area that many business owners struggle is keeping their customers happy. They commit so much time to attracting new customers, advertising to new people, and trying to grow their business, and in the process, they neglect existing customers. Many companies offer exclusive offers to new customers and clients and ultimately fail to reward loyalty, leaving existing customers feeling undervalued and unappreciated.
This is a mistake. While bringing new customers in is crucial to growth, so is keeping the ones that you’ve already got. Going out and finding a new customer for every sale is exhausting. It’s much easier to keep people coming back. And keeping your customers happy is usually much easier than you might think. Here are some of the secrets.
Give Them What They Want
So many businesses are guilty of making massive changes all the time, taking away the elements that their existing customers love, and failing to give them what they need. Speak to your customers. Ask for their feedback, get to know what they want and what they are looking for, and find ways to give it to them.
Make Things Easy for Them
Customers won’t keep coming back if things are difficult. Markets are competitive, and if you fail to give your customers what they want, or you make things too difficult for them, they’ll simply look somewhere else. So, find ways to make things easy for them.
If you run a brick and mortar store, you can make things easier by making sure your shop is well laid out, with lots of light, a comfortable and clean environment, and plenty of space. You should also make sure the layout is easy to follow, that a good variety of products are stocked and displayed and that transactions are quick and easy.
Online things are actually fairly similar. Make sure you can process payments online efficiently, giving your customers options and that your website is easy to navigate, fast, and easy clear.
Be Nice to Them
So many businesses fail because they offer poor customer service, and they don’t treat their customers with respect and kindness. Be nice to your customers, go the extra mile when you can, and always offer excellent service.
Keep Things Realistic
Don’t tell people that you can deliver the next day if you can’t. Don’t promise huge sales or special offers that you can’t deliver. Be realistic. It’s better to under-sell and overachieve than the other way around.
Communication and Honesty
Customers value honesty more than anything else. If something has gone wrong with an order, get in touch. Explain the situation and what you can do about it. Try to give them options, but always be honest, and don’t shut down communication when you don’t know what to say, or you are scared of disappointing.
Make Them Feel Special
Customers and clients come back if we make them feel special and valued. Create these feelings by asking for feedback and advice and following up on it. Or, by including a personal message in orders and checking in later on. Keep in touch, be personal, and try your best to build relationships.