Building and earning customer loyalty will keep a business afloat when others are flailing and treading water. The most important advertising building block for any business is word of mouth. A faithful customer with loyalty to your business is invaluable. They can increase your sales dramatically through repeat business and new customer endorsements.
So, how does one go about building customer loyalty?
Building good customer loyalty can be done in a variety of ways. It all comes down to providing a customer or potential customer with the best service possible. Make every customer a satisfied customer. Loyalty will follow. Here’s my top 5 tips for keeping customers loyal based on my 20 plus years in retail.
One of the best ways of building loyalty is to be reliable in every way. Keep promises. Honor contracts. Return phone calls. Building loyalty means doing everything possible to show the customer they can count on you.There’s nothing more frustrating for a customer than feeling as if they can’t depend on you to deliver what you promised.
#2 – Promptness
Promptness is extremely important to today’s busy customer. Loyalty will be shown to a business that does everything as promptly as possible. Answer phone calls by the third ring. Don’t keep people on hold for more than a minute. Be ready to do the job at the precise time scheduled. Notify the customer immediately of any changes. Gain loyalty by showing up for meetings on time too. Being late may result in being left behind.
#3 – Honesty
There will be times when everything does not go as planned. When honest mistakes are made, admit them, apologize sincerely. The best way of building and keeping loyalty is a straightforward, honest approach. Nobody wants to hear elaborate manufactured excuses. Honesty is always the best policy for building loyalty, even when the truth means admitting your faults.
#4 – Building Relationships
Building customer loyalty can be furthered by getting to know the customer on a somewhat personal level.Take the time to learn a little something about each customer to better serve their needs. Call them after a job or a purchase to be sure everything was to their satisfaction. Many times customers simply call another company to fix mistakes made. Don’t let that happen. This is no way of building loyalty. Keep in touch by sending coupons or fliers for special sales and events. Don’t be a nag but keep your business on the customers mind and they will think of you first the next time a service or product is needed.
#5 – Courtesy
Nothing turns a customer off like a gruff or discourteous attitude. Building loyalty depends on approaching someone with a smile and a warm greeting and following up with good common courtesy. Thank them for their business and mean it. In difficult situations, attitude could be the deciding point for building customer loyalty. Nobody wants to do business with a sour-puss. Keep a positive attitude at all times to encourage the building of loyalty.
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