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+Russell