Taking Care of Your Home Business Customers
In a previous post, Home Business Promotion Involves “Repeats,” I mentioned the importance of developing promotional practices to encourage your customers to return. Yvonne Russell, of Grow Your Own Business, pointed out in her comment, “There is quite a bit of research on the fact that it costs a lot more in dollars and time to get a new client, as compared with doing ongoing business with existing customers/clients.”
So often business owners seem to think once they have a customer, that person automatically will return…unless you sell one-of-a-kind items that don’t lend themselves to repeats. However, you will want a pleased customer who will recommend you to others.
I asked a friend today, who has a home based beauty and skin care business, ” Have you gotten in touch with Jenny?” (This customer had purchased a large amount of products two months ago.)
No, she hadn’t, except to deliver products after the order arrived. So I suggested she call Jenny to see if she had any questions and to tell her about a new product. Jenny was a good customer who was enthusiastic about the products. So you want to make sure customers like her (and anyone who purchases from you) have their questions answered, their needs met. You don’t simply take their money and hope they’ll be a repeat customer.
Once you have a satisfied customer, or one in the making, you need to spend some time, yes, but not nearly so much as you will finding and developing new customers/clients. So it behooves you to pay attention to your existing customers for repeat business.
For instance, at the dealership where my family buys cars, the salesman we work with has gotten to know us, sends cards and notes, updates, inquires how our car is working out, and simply keeps in touch. He also knows our needs and keeps on the lookout for vehicles that will meet them. To my husband and me, our daughter and son-in-law, he has sold many vehicles. We don’t even consider going elsewhere when we need one. (And the dealership is excellent when we need service on our vehicles.)
Although this isn’t a home business, the principles this salesman practices would work well for home business owners, too…..taking care of existing customers. This also generates new customers, because we recommend him to friends who need vehicles.
Do you have any examples you can share about taking care of customers which leads to repeat business and recommendations to their friends?
Tags: customer+relations, customers, Grow+Your+Own+Business, home+biz, Home+biz+notes, Home+business, promotion, repeat+customers, Yvonne+RussellShare This
Related Stories
POSTED IN: Personal Experience, Promotion
6 opinions for Taking Care of Your Home Business Customers
Yvonne Russell
Jul 17, 2007 at 12:21 am
One example is a hairdresser who told me her trade rocketed just by sending out a personalized note every 5 weeks that the next haircut was due.
She said that people don’t actually forget. They just don’t get round to it. Then 5 weeks turns into 10 weeks etc. Her customers also appreciated it as she had asked each one if they would like to have that service, rather than just send to everyone.
I thought this was a very smart approach on many levels.
Laura
Jul 17, 2007 at 6:16 pm
Wow! This is exactly what I was explaining to someone today. Just because you are self-employed it doesn’t mean that you don’t work for somebody. (Which is the impression that many people who don’t work from home have.) You do work for somebody. You work for the customer.
Customers Are Your Home Business Lifeline Other Bloggers Agree
Jul 18, 2007 at 4:00 pm
[…] instance, in response to my post, Taking Care of Your Home Business Customers, Yvonne Russell of Grow Your Writing Business, related an anecdote about a hairdresser she knows. […]
Mary Emma
Jul 18, 2007 at 4:03 pm
Thank you, Yvonne and Laura, for stopping by and giving insight into the impotance of paying attention to your customers/clients. I’ve used portions of your comments in today’s post (7/18). I think your information may help give my home business readers ideas they can utilize.
b5media - Summer Business
Jul 23, 2007 at 8:33 pm
[…] Home business owners often seem to think that once they have a customer, that person automatically will return. However, developing a satisfied and repeat customer/client takes ongoing care. Mary Emma explains why and how. […]
Home Biz Notes Participates in the Business Channel “Summer Business” Theme
Jul 24, 2007 at 6:41 pm
[…] featured a Summer Business Day with a grand array of articles from its bloggers. I discussed Taking Care of Your Home Business Customers and the importance of the promotional practices you […]
Have an opinion? Leave a comment: