Why is it important to retain your existing customers?

Did you know that it’s 14 times easier to sell to existing customers than it is to find new ones? Many business owners spend significant amounts of money on marketing and chasing new customers. It is a misconceived perception that this is the way to sustain and grow their business. In almost every case existing customer retention just takes a little extra effort from employees and owners to provide customers a great experience. It can be cost-less and priceless! Let me give you 12 easy ways to keep existing customers returning and referring:

1. Provide great customer experiences by going above and beyond their expectations
2. Friendly / Professional / Dedicated Employees
3. Train employees on how to solve minor problems without having to find a supervisor
4. Immediate manager / owner follow up to rapidly resolve problems
5. Respond to all reviews good or bad – let them know you care
6. Talk to your customers – build relationships
7. Loyalty programs
8. Discount or offer a little something free to an existing customer that refers business
9. Deliver results
10. Build trust
11. Cleanliness of facility / employees
12. Follow safety guidelines – make sure they feel comfortable during this pandemic

Most customers prefer returning to a business they like and trust. They like to feel more comfortable especially with all the safety guidelines in place these days. Imagine if you could get the average customer to order another product or service a month. Sales would go through the roof for spas, restaurants and retailers. Imagine if you were an event planner, florist, DJ or photographer and you were able to get a previous customer to add another event every 6 months or at the holidays. Sales could double!!

When you give great customer experiences again and again you will get the long term results and profit. Remember not only will these customers return or use your product or service again they will refer. Building relationships with customers in any business will help you increase profits. Plus WHO likes making cold calls or cold visits or sending cold emails?

Let us at The Hart Experience show you how to keep your customers returning and referring. We provide business assessments, mystery shops, training and marketing tips to help you grow your business. Contact Debbie@thehartexperience.com 602.717.3271, www.thehartexperience.com