It’s easy to get caught up in the idea of growth, especially when you’re trying to expand your business. However, it’s always important to keep in mind that the real diamonds of your company are your current customers. As such, it’s imperative that you keep them happy and that isn’t just about doing the bare minimum. It’s about going the extra mile to ensure they have nothing but good things to say about your business. After all, it’s more cost-effective to keep your current customers on board than it is to go out and find new ones.
Getting feedback from people who have first-hand, outside experience of your business is the best – not to mention easiest – way to make sure that your clients are happy. People like to feel valued. If you’re asking their opinions and then enacting the changes they suggest, then they’ll have no complaints.
Dealing with Problems
No matter what industry you’re in, you’re going to encounter problems. It’s just a fact of running a business. While you can’t always prevent problems from occurring, you can control how you respond to them. If a customer has an issue, treat it seriously; it’s not up to you to determine what is and isn’t a problem. From there, do everything within your power to rectify the issue and ensure that they’re walking away as a happy customer.
What’s in the Box?
If your online business involves sending out parcels to your customers, then you have an ample opportunity to impress your clients with your attention to detail and care. To make sure your package gets there safely, look at transporting your goods in wooden crates or something equally robust and attractive. Inside the box, think about including a handwritten note or an extra freebie (such as stickers/badges).
After Sales Care
Your job doesn’t just finish after your customer has paid and you’ve sent the goods. Remember, we’re trying to go the extra mile here. By that, we mean going above and beyond the standard, bare minimum requirements. Think about contacting your clients to make sure they’re completely happy with the overall transaction.
Finally, if you’re getting repeat business from your customers, then don’t treat them like a newbie. If you know their names, use them. When you’re in business, it never hurts to build relationships by doing things like addressing them by their name, wishing them a happy birthday, sending them freebies in the post, and other small gestures.