To me, a ‘Raving fan’ conjures up an image of a screaming fan at a boy-band concert or an avid supporter of Usain Bolt watching him run the 100 metres. But did you know, you can get raving fans for your business too? They are so delighted with the service you provide, they wouldn’t consider taking their business elsewhere. They tell all their friends and family about you, they sell your business and what you can offer.
We are in an age where we all love to talk, especially on social media. It’s quick and easy to write on and to reach people. Bear in mind that a grateful, satisfied customer is a very chatty customer. Think of the reviews we read before buying a product or before booking into a restaurant.
Customers these days have more power than ever– they no longer make buying decisions on who they know, how close a business is to them or even the easiest option for them. With just a few clicks, they can buy a high-end product from across the globe with it being delivered in just a few days (if they pay a little bit extra). People are savvy on getting the best deal and if a competitor comes along with what they need, their loyalty can quickly switch.
How do we retain our existing customers?
‘Going the extra mile’ is a phrase I often talk about in business coaching and it really should be a main focus in customer service. You want your customers to be shouting from rooftops, telling other people why you are the business to deal with and how impressed and happy they are with what you have done. Let’s look at and refresh ourselves with tried and tested methods of making sure our customers keep coming back whilst bringing their mates along with them:
- Send them thank you cards – give them something tangible
- Sell them everything they need to gain maximum benefit from the purchase
- Use their name frequently
- Call them up just to make sure everything is going well
- Keep your commitments– a proven commitment trumps a promised commitment
- Keep customers informed – call them up or announce through social media when something new arrives in stock that you know they would like
- Follow up & follow up again – keep customers happy, acknowledge and fix problems
- Under promise and over deliver – actions often speak louder than words
- Be consistent
- Offer an incentive to return – a voucher or a special price for website orders for a limited period, give them a reason to come back to your business
Make changes today and try out a few of the points mentioned above. As the business owner, it’s best to lead by example because your team learns and does everything you do. Everyone in your business should be on board and buy into the idea of amazing customer service, realising the benefits of keeping and pleasing your existing customers. New customers are easier to come by if your raving fans are giving you awesome reviews.
