Business

First sales are always more difficult than repeat sales.  Therefore, owners of small businesses are constantly on the lookout for ways to create loyal customers.  No matter what you sell, there are a number of strategies you can employ to maintain customer loyalty.  Here are some tips:

Stay Professional by Keeping Your Training Up to Date 

Keep up to date on the news and innovations that affect your industry.  It is important to always be perceived as the expert in your field.  Since information is so readily available on the Internet, customers are becoming more and more knowledgeable every day.  You don’t want a situation where your customer knows more than you, the perceived expert.  So make it a priority to get the training and stay up to date on what’s happening in your industry.  Your customers will reward you for your commitment to constant growth. 

Solve the Problems Fast 

It is rare that you will hear about a customer problem up front, so you need to use your intuition in many cases.  It would be well worth it to ask your customers directly on occasion how the relationship is going, and what you might be able to do to improve the experience for your customer. 

It is most important to avoid the SODDI defense at all costs when you do hear of a problem your customer is encountering (some other dude did it).  Take the blame gracefully, after all it’s your company and therefall anything that goes wrong ultimately stops with you.  Then solve the problem fast.  Customers are more used to excuses than fast action so your commitment will be noticed.  Instead of the error being foremost in their minds, the amiable resolution will keep them returning as repeat customers.  In fact, you may find that some of your biggest “problem” customers will end up being your best referral source. 

Help Your Customer Recall the Reasons They Picked You 

Now is not the time for modesty; it is important to remind your customers why you excel over your competition and congratulate them for making the right choice in you.  Everyone deserves a little praise, so why not also take the opportunity to remind your customer of your competitive advantages while praising them for making a good choice in you. 

Creating loyal customers is no more than treating them so well that no one else could compare.  Give them such great service automatically, and they will demand the same for years to come.  That’s customer loyalty. 

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