What area of business are you most focused on as a driver for growth?

While many business owners focus on landing new sales, a shift in mindset to leverage your current buyers can make a dramatic impact on your business. Retaining existing customers is far easier, and much less costly, than looking for new ones. In fact, the cost of acquiring a new prospect can be seven times more expensive than retaining someone who has already bought from you.

Once you make a new sale, how do you ensure that customer will continue to make repeat purchases? How do you get them to buy more from you? After you’ve closed prospects who now become part of your customer base, providing an unexpected positive experience can keep you and your product or service at the top of their mind to keep them coming back for more. 

The following actions can help improve your company’s customer service, giving your business an advantage over the competition: 

1. Do you provide consistency in your services, make them easy to get, and have a “wow” factor?
2. Do you send personalized “thank you” notes thanking customers for their business?
3. If you made a mistake, how does your company acknowledge the error? Do you ask what you can do to make the situation better?
4. What is your current strategy to provide opportunities for special treatment of customers or clients, particularly your top buyers? For example, if you are about to launch a new product, do you let these top customers know in advance rather than find out through a public announcement?  
5. Do you deliver your product with an unexpected gift or do something that the customer or client doesn’t expect? 

Shouldn’t providing good customer service be like building a personal relationship? Great relationships require communication and frequent interaction in order to thrive. Exceptional customer service is proactive, and just as in any healthy relationship, steps should be taken to prevent perceived indifference from developing.
 

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