Three Easy Ways to Keep CustomersBy: Lisa Lake
It is far more easy, and less expensive, to keep customers than to try and get new ones. So even though your company relies on adding to its customer base, don't make the mistake of only investing in new customers! Here are some strategies that will help you retain your customers and will even get them to purchase more of your company's products and services.
Make it easy for customers to give you feedback. Probably one of the most profitable activities you can engage in is to hear your customer's complaints and other comments. Provide customer support as quickly as possible. If you are unable to fix a problem right away, assure the customer that you are working on it and promise to provide regular progress reports. Make sure you keep your promise!
It is beneficial to learn how to comfort angry customers. Allow the customer to vent. Assure them that you understand his or her feelings. Find out exactly what they want and suggest a solution or see what he or she would consider to be fair. Follow-up with the customer to ensure that they are satisfied. Keep in mind that it's the customers who have had problems who become the most loyal when their problems are handled effectively.
Reduce the hassle of refunds and warranties. Make it as easy as possible for customers to reach you when they have an issue with your product. You might have 24-hour voice mail or email access. Then have a representative call them first thing in the morning. You can also reduce frustration by having clear refund and warranty policies.
If you lose a customer, consider it an opportunity! Consider why they stopped doing business with you and what you can do to ensure that the same situation doesn't happen again. Customer feedback is one of the best ways to help you improve your company's products and services.
© 2002 Lisa Lake
The author assumes full responsibility for the contents of this article and retains all of its property rights. MarcommWise publishes it here with the permission of the author. MarcomWise assumes no responsibility for the article's contents.