Keeping Your Customers
Wednesday, June 13, 2007
Finding new clients is expensive. That's not news. You have to spend money to advertise in the yellow pages, to make flyers, and to buy leads. All this just to let people know about your services. Businesses that succeed and grow don't strive to only find new clients. The goal should also be about retaining previous customers. You know these past clients well and you know they're willing to pay for your expertise because they have already done it.How Do You Retain Customers?
Don't let them forget about you. If you have done good work for them and treated them fairly, that is a great start! But sometimes they may not think of you for their next project or service call. Whenever you can, set up maintenance contracts or schedule yearly appointments to return and inspect your work. When they sign their initial contract, ask them if they would like to receive coupons or discounts before you release them to the public. Obtain email addresses and send out a regular newsletter. A newsletter can contain "Before & After" pictures on a recent project, any new awards or recognitions for your company, and a list of tips for your clients about the service you provide.
Even sending out holiday or birthday cards and useful gifts (magnets, pens, T-shirts) will keep your name fresh in previous clients' minds. A lot of these tips can take up valuable time and money to see through. But consider - how much does it cost for a new ad in the phone book? These things do not need to be done every day or every week. Small segments of time can be taken up each month or each quarter to make it happen. You may be in the position to hire someone to help. To do so will more than likely cost less than attracting the same amount of revenue from new customers.
If you cannot manage any of these tips, you can still make sure they remember you. Provide your regular quality work on each job, but also give them excellent customer service and keep an open line of communication during every phase of work you do for them. They will remember you when they realize that you are not taking them for granted.
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