The key to customer satisfaction is the implementation of successful customer retention strategies. If you do not implement these strategies, you will lose your most valuable and profitable assets … their customers. It’s that simple. Instead of constantly rebuilding your customer base, keep the customers you have. To do this, constantly ask yourself, “What should I do to make my customers fully satisfied with my product or service?”
- Put customers first. Determine which customers need your personal attention and how often. Larger customers (A and B customers), new customers or customers with past problems should benefit from most of your customers’ retention time. Remember the 80/20 rule: “80% of your income comes from 20% of your customers.”
- Often call to retain customers. Develop a calendar or schedule of conversations about customer retention and keep an eye on it! Sometimes a phone call or email is enough to confirm delivery, billing, etc. When visiting a customer be sure to present new information and do not waste the client’s time.
- Identify the gaps and quickly fill them. After delivering the product or launching the service, contact the customer to make sure they have received what they expected. If there is a gap between them, the client is not satisfied and you have a problem that needs to be resolved immediately. As a seller, you present your business to customers. This means that more than anyone else, you are responsible for managing customer expectations and for making them feel positive about the business.
- Avoid surprises by informing your customers. If you can’t meet the customer’s requirements or think it will take longer than expected, send this message as soon as possible. Don’t be surprised. The customer may surprise you by hiring a competitor.
- Share information. Keep your customers informed about your company’s products and services and demonstrate your industry and market knowledge. “If possible, show how the product or service meets the customer’s needs and expectations.” You can build trust and build partnerships by sharing information about related products that you don’t have but that benefit the customer’s business (but don’t refer the customer to your competitor’s products). It will also make it easier to share information, which means that your customers are more likely to notify you of changes in their business that require new products, service changes, and updates.
- Keep an eye on your activities. The most successful sellers record all the actions they take for the customer, along with brief notes, meeting results, actions, etc. When the buyer promises to act, successful sellers send an additional message. This calendar approach helps traders keep your account information up to date and up to date. It also makes their presentations focused and personalized. Each business has its own way of tracking customer activity in a particular CRM system. Most of them are good if they get the desired result of tracking and determining the frequency of contacts with customers. In addition, most companies prepare a series of reports to monitor accounts, identify problems, and identify opportunities for growth.
- Resell your product or service every time you contact. Every contact is an opportunity to resell the value of your product or service. Use these opportunities to strengthen the customer’s purchasing decision. If possible, show how the product or service meets the customer’s needs and expectations. Failure to do so will cause you to “buyer’s remorse” or apathy. Both conditions make you vulnerable to competition.
- Be careful. When problems arise, your customers expect you to solve them. To succeed, you must manage customer expectations about what your business has to offer. Promises that your business cannot fulfill are a sure way to alienate a customer. Before you deploy business resources, you need to know what your customers need and what your business has to offer. To be responsive and controlling, you need to manage both your time and your territory.
- Work closely with your business. To be a good salesman, you need to establish good working relationships with people working in your business. Good understanding and good communication will help your colleagues make sure that all problems and opportunities are solved quickly and effectively. Strong customer retention skills and techniques tell customers that you and your business are interested, that you understand their needs and see them as valuable customers. As you continue to call for retention, communication will go beyond normal business relationships and will have enduring personal value. While you can’t expect the client to live forever, you can strengthen partnerships by maintaining an effective, close relationship throughout the year.
Successful customer retention requires time, energy and discipline. Many sellers do not want to pay such a price. Instead, they focus on the “next sale.” Don’t make that mistake. Ensuring the satisfaction of your existing customers is essential for long-term growth and profitability. Start implementing these effective customer retention strategies and watch your sales and profits grow.