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Will You Add? - Customer Loyalty Means Bigger Profits – 5 Tips For Repeat Business
People who want to lose weight search for a magic program that will let them lose weight without changing how they eat or whether they exercise. Late night infomercials tout systems that will turn you into a millionaire overnight. We crave magical solutions that are quick and easy and produce big results.Well, I haven't found any magic diet programs, and I never saw a get-rich-quick program that really worked, but I do know one "magic" thing you can do to improve your results as a leader.It doesn't require any special equipment. You don't have to take an expensive seminar. It won't take you a long time to learn.Here it is. Show up a lot.Sounds simple, right? How could something so simple possibly produce an improvement in your leader
It's almost too obvious to talk about returning calls and emails.
Make a commitment to be reliable and your customers will buy from you again and again.
4. Reward the Gatekeepers
By gatekeepers I mean the receptionists, secretaries and personal assistants who may or may not give you access to the boss.
Years ago I worked for a big company as a personal assistant to the Managing Director. He used to be given all sorts of freebies from suppliers such fruit baskets, tickets to the opera and bottles of wine. One Christmas, David the owner of a training video company gave me a beautiful diary instead of giving it to my boss. After that, when David called, I always put him straight though to my boss and I'm sure this contributed to his company becoming our preferred training video producer. He upgraded to a BMW, all because of a di
Is your management team able to protect proprietary information? You have to be in this day and age of Corporate Espionage. Not to mention the laws on identity theft. If you lose valuable employee personal information you could be sued or worse yet be sued by the government, as there are now rules and regulations that you must protect your company’s employees information.And failure to notify them even if it was a criminal act can get you in serious hot water with stupid little Justice Department Agencies like the; FTC or Federal Trade Commission. You must therefore protect your company’s data.It is amazing of course we have the government suing companies over this stuff because the Federal Trade Commission themselves have lost personal
Why am I a loyal customer despite the fact I have to pay more?
It's because they remember my name each time I shop there, and if my bag is too heavy, they'll deliver it to my home. The big supermarket does none of these things.
If that small business didn't look after their customers, they'd be forced to close their doors within a month. Repeat business is absolutely essential for their survival. It's essential for the survival of every small business.
So as a small business owner, how do you make sure your customers become repeat customers?
1. Say “Thank you”
It's so simple, so effective, and unfortunately so rare to be thanked when you purchase from a small business. We all like to feel special and so do your customers.
I'm not talking about the mindless, 'Thank you shopping at the XYZ store' as you go through the check out. Be sincere and make your thanks specific. "Thank you for buying your weekend newspaper from us. Did you realise you've been coming in for a year now?"
You can also send a thank you through the mail. Make it easy by having some cards printed up with your logo and contact details on one side, then hand write a thank you note on the other. Nobody does this anymore so it will have a high impact.
2. Send Reminders
Any small business that provides a service or sells a product that can be upgraded can send out reminder notices. Here are a few examples:
- The mechanic who services my husband's car sends a reminder notice every six months.
- My dentist sends me a card every six months telling me I'm due for a check up.
- Our accountant reminds us at the end of each year to see him about our tax.
- I often get emails from software companies reminding me that it's time to upgrade to a newer version.
- A chiropractor I interviewed sends reminders to patients who haven't visited for six months to come in for a free spinal check up.
- A printer ink supplier emails customers to remind them that their printers might be low on ink. The email provides a link to their on-line store.
- The termite inspection company that checks our house sends a reminder notice each year.
3. Be Reliable
This is such a basic rule, but it's surprising how few small business people get it right.
I interviewed the owner of an award winning electrical firm that gained all of its clients from word-of-mouth advertising. The owner said that the quality of their work was no better than other firms'. How did they do it? The secret of their success was their scheduling method which allowed their employees to always be on time. Word got around very quickly.
It's very simple: turn up when you say you will. If you are going to be delayed, have the courtesy to call BEFORE you're late. Allow the customer to make a choice of whether they'll wait for you or reschedule.
If you tell your customer their goods will be delivered by Friday, make sure they are.
On the other hand, if you find you're running ahead of schedule, call first. Your customer might not want the new office furniture you're delivering to clutter up the reception area if they're expecting a visit from an important client.
It's almost too obvious to talk about returning calls and emails.
Make a commitment to be reliable and your customers will buy from you again and again.
4. Reward the Gatekeepers
By gatekeepers I mean the receptionists, secretaries and personal assistants who may or may not give you access to the boss.
Years ago I worked for a big company as a personal assistant to the Managing Director. He used to be given all sorts of freebies from suppliers such fruit baskets, tickets to the opera and bottles of wine. One Christmas, David the owner of a training video company gave me a beautiful diary instead of giving it to my boss. After that, when David called, I always put him straight though to my boss and I'm sure this contributed to his company becoming our preferred training video producer. He upgraded to a BMW, all because of a dia
It’s actually simpler and easier to make a good sales letter than most people think. And to make one, all you need is patience and the willingness to learn.Distinguishing Characteristics of a Good Sales LetterA Good Sales Letter has an Attention-Grabbing Headline. The headline is often the basis of most readers’ first impression of a sales letter, and you know how first impressions last, don’t you? If they don’t like what your headline says – or worse, if they’re absolutely uninterested in what your headline is broadcasting – then they’ll not only dump your sales letter on the bin but they’ll also indicate any forthcoming mail from you as SPAM.An effective headline is short but direct to the point. It tells readers not only what they can
I'm not talking about the mindless, 'Thank you shopping at the XYZ store' as you go through the check out. Be sincere and make your thanks specific. "Thank you for buying your weekend newspaper from us. Did you realise you've been coming in for a year now?"
You can also send a thank you through the mail. Make it easy by having some cards printed up with your logo and contact details on one side, then hand write a thank you note on the other. Nobody does this anymore so it will have a high impact.
2. Send Reminders
Any small business that provides a service or sells a product that can be upgraded can send out reminder notices. Here are a few examples:
- The mechanic who services my husband's car sends a reminder notice every six months.
- My dentist sends me a card every six months telling me I'm due for a check up.
- Our accountant reminds us at the end of each year to see him about our tax.
- I often get emails from software companies reminding me that it's time to upgrade to a newer version.
- A chiropractor I interviewed sends reminders to patients who haven't visited for six months to come in for a free spinal check up.
- A printer ink supplier emails customers to remind them that their printers might be low on ink. The email provides a link to their on-line store.
- The termite inspection company that checks our house sends a reminder notice each year.
3. Be Reliable
This is such a basic rule, but it's surprising how few small business people get it right.
I interviewed the owner of an award winning electrical firm that gained all of its clients from word-of-mouth advertising. The owner said that the quality of their work was no better than other firms'. How did they do it? The secret of their success was their scheduling method which allowed their employees to always be on time. Word got around very quickly.
It's very simple: turn up when you say you will. If you are going to be delayed, have the courtesy to call BEFORE you're late. Allow the customer to make a choice of whether they'll wait for you or reschedule.
If you tell your customer their goods will be delivered by Friday, make sure they are.
On the other hand, if you find you're running ahead of schedule, call first. Your customer might not want the new office furniture you're delivering to clutter up the reception area if they're expecting a visit from an important client.
It's almost too obvious to talk about returning calls and emails.
Make a commitment to be reliable and your customers will buy from you again and again.
4. Reward the Gatekeepers
By gatekeepers I mean the receptionists, secretaries and personal assistants who may or may not give you access to the boss.
Years ago I worked for a big company as a personal assistant to the Managing Director. He used to be given all sorts of freebies from suppliers such fruit baskets, tickets to the opera and bottles of wine. One Christmas, David the owner of a training video company gave me a beautiful diary instead of giving it to my boss. After that, when David called, I always put him straight though to my boss and I'm sure this contributed to his company becoming our preferred training video producer. He upgraded to a BMW, all because of a di
Some of the very basic ethics and tactics which I think everyone knows but often observed as ignored situations. I would like to tip these personally. The people who are working in more or less small to medium scale companies, crew of a research center or in universities where they get in contact with the people of different nationalities should,1: remember “a cultural greeting” at the place where you work. Generally, it leads to have moralistic depiction of your personality and a humanistic respect of you surrounding people.2: Keep a smiling face as a key to unlock friendship, compare notes and talk together.3: Remember the name, academic history of your colleagues, especially if you are in research group at a university, get know-how of the
3. Be Reliable
This is such a basic rule, but it's surprising how few small business people get it right.
I interviewed the owner of an award winning electrical firm that gained all of its clients from word-of-mouth advertising. The owner said that the quality of their work was no better than other firms'. How did they do it? The secret of their success was their scheduling method which allowed their employees to always be on time. Word got around very quickly.
It's very simple: turn up when you say you will. If you are going to be delayed, have the courtesy to call BEFORE you're late. Allow the customer to make a choice of whether they'll wait for you or reschedule.
If you tell your customer their goods will be delivered by Friday, make sure they are.
On the other hand, if you find you're running ahead of schedule, call first. Your customer might not want the new office furniture you're delivering to clutter up the reception area if they're expecting a visit from an important client.
It's almost too obvious to talk about returning calls and emails.
Make a commitment to be reliable and your customers will buy from you again and again.
4. Reward the Gatekeepers
By gatekeepers I mean the receptionists, secretaries and personal assistants who may or may not give you access to the boss.
Years ago I worked for a big company as a personal assistant to the Managing Director. He used to be given all sorts of freebies from suppliers such fruit baskets, tickets to the opera and bottles of wine. One Christmas, David the owner of a training video company gave me a beautiful diary instead of giving it to my boss. After that, when David called, I always put him straight though to my boss and I'm sure this contributed to his company becoming our preferred training video producer. He upgraded to a BMW, all because of a di
Growing up a business is a crucial part that businesses undertake. Mostly we often hear requests asking for a business card after a good conversation, meeting or gatherings. The practice of handing out business cards to sales people is the most practical way used to make an introduction.Often we are disappointed when someone has forgotten to bring the business cards with them. Or when someone had been talking around about the services provided by their company and yet has no business card to give. This is disgusting because business card serves as a reminder for your business. It stands and speaks for your business even without your existence.Mostly people remember the goodness of the services you provide through the cards. During conversations, the
I interviewed the owner of an award winning electrical firm that gained all of its clients from word-of-mouth advertising. The owner said that the quality of their work was no better than other firms'. How did they do it? The secret of their success was their scheduling method which allowed their employees to always be on time. Word got around very quickly.
It's very simple: turn up when you say you will. If you are going to be delayed, have the courtesy to call BEFORE you're late. Allow the customer to make a choice of whether they'll wait for you or reschedule.
If you tell your customer their goods will be delivered by Friday, make sure they are.
On the other hand, if you find you're running ahead of schedule, call first. Your customer might not want the new office furniture you're delivering to clutter up the reception area if they're expecting a visit from an important client.
It's almost too obvious to talk about returning calls and emails.
Make a commitment to be reliable and your customers will buy from you again and again.
4. Reward the Gatekeepers
By gatekeepers I mean the receptionists, secretaries and personal assistants who may or may not give you access to the boss.
Years ago I worked for a big company as a personal assistant to the Managing Director. He used to be given all sorts of freebies from suppliers such fruit baskets, tickets to the opera and bottles of wine. One Christmas, David the owner of a training video company gave me a beautiful diary instead of giving it to my boss. After that, when David called, I always put him straight though to my boss and I'm sure this contributed to his company becoming our preferred training video producer. He upgraded to a BMW, all because of a di
When you’re a leader, you have to look and sound like a leader -- every time you speak. Your organization's success and your reputation are on the line. Try this:1. Project an Authentic Sense Of Presence. You don’t have to wow your audience with charisma. But you do have to let them know who you are and what you stand for. Speak with conviction about what matters to you, and let your image take care of itself. Be your best self, speaking the truth as you know it, and audiences will think you’re charismatic even if you don’t.2. Build Each Speech Around a Single, Clear Message. The more you try to say in a speech, the less you will accomplish. Whittle your message down to one sharp idea. Make it as pointed as possibly. Say it in as
It's almost too obvious to talk about returning calls and emails.
Make a commitment to be reliable and your customers will buy from you again and again.
4. Reward the Gatekeepers
By gatekeepers I mean the receptionists, secretaries and personal assistants who may or may not give you access to the boss.
Years ago I worked for a big company as a personal assistant to the Managing Director. He used to be given all sorts of freebies from suppliers such fruit baskets, tickets to the opera and bottles of wine. One Christmas, David the owner of a training video company gave me a beautiful diary instead of giving it to my boss. After that, when David called, I always put him straight though to my boss and I'm sure this contributed to his company becoming our preferred training video producer. He upgraded to a BMW, all because of a diary.
Gatekeepers are important for your business success. Look after them.
5. Don't Discount – Value Add
Christine, who owns a day spa and massage therapy business that I write brochures and advertising copy for has a policy of never, ever discounting. There are seven other similar business close by, so competition for customers is fierce. Over the years we've seen a number of these businesses discounting to the point where they're barely able to make a profit. It doesn't take long before they're put up for sale.
Discounting attracts customers who chase cheap massages. So how does Christine's business maintain a solid base of repeat customers who gladly pay full price?
Value adding. She rewards her repeat customers with add-on services. For example, a loyal customer may receive a gift voucher that entitles them to a free 10 minute hand pamper with their next one hour massage.
What's more, the customer often enjoys the extra treat so much that they're happy to pay for an add-on service next time.
Remember my corner market? They don't even try to compete on price with the big supermarket. They value add by making home deliveries for their customers.
Repeat Customers = Profitable Customers
Have you ever worked out how much it costs you to gain a new customer? A rule of thumb is that attracting new customers costs you five times more than keeping your current customers. Focus on keeping your existing customers happy and loyal, and you'll save on expenses and increase your profits.
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