Whether you have a new start-up company or an established business, chances are you could use more customers.
As the old saying goes, ‘80% of business comes from 20% of your customers’. So, before you spend money on marketing for new customers, take a hard look at your existing ones.
Do you know who your 20% are?
Have you ever walked into a restaurant where you are called by name and greeted with a “Welcome back, it’s good to see you!” How do you feel when you are recognized? Pretty special, right?
In today’s fast paced world, it is easy to forget to recognize repeat customers.
However, it’s easier than ever to find out who they are. Here’s 3 simple steps to build loyalty and show love to your VIP customer:
- Invest in technology that helps you to build a database, track dollars spent and frequency of visits.
- Utilize the program to personalize messages. Simple gestures like a birthday greeting, a discount or free product on their birthday can go a long way in building loyalty. Design a step-by-step ‘after-sale’ process and action plan that can be followed consistently. This can be as simple as:
- Make the sale. Collect customer information for follow-up.
- Follow-up with scripted messages in a timely manner.
- Get feedback on the customer experience, ask if they have questions or concerns, and suggestions for improvement. Tell them their opinion counts! Thank them again for the business.
- Send them a thank you note, flowers, cookies or whatever strikes your fancy.
- Build an on-going VIP program just for them. Identify frequency and messages. Offer special pricing or events. Personalize sales messages. Ask their opinion.
Not convinced yet? How about saving money?
According to the book, Attracting Perfect Customers by Stacey Hall and Jan Brogniez, our perfect customers can be our best referral sources.
By saying, “I only want to work with people just like you. Do you know of anyone that I would enjoy serving through my business?” Chances are your loyal customers will make introductions, provide testimonials or think of your business when someone needs your service.
So, it’s all about recognition and gratitude. Celebrate and spoil loyal people. Create a ‘Raving Fan Club’.
Remember, “You don’t earn loyalty in a day. You earn it day-by-day.”
Take good care of those VIP clients and they will take care of you!
About the Author, Pamela Chatry
Do you work too hard? Is your business in chaos? If you are struggling with business issues, contact Pamela Chatry for a complimentary assessment. Pamela has been a trusted and highly respected Business Consultant, Mentor for Women in Business, Self-Employment Advocate, Trainer and Keynote Speaker for over 25 years.
Visit www.pamelachatry.com or call her at 778-856-8970 for help in getting your business to its fullest potential.
