Leading On Sales: 7 Cardinal Rules For Keeping Customers

Why is it that businesses spend so much time and money to acquire new customers but, once they have them, do nothing to keep them?

If it costs so much more money to acquire a customer than to keep one, it only makes sense that we should strive to hold onto them. Once customers come, they will stay…until thecardinalrulecustomery don’t. And when they leave, will you know why?

Here are 7 Cardinal Rules for Keeping Customers:

1. Make promises and keep them. Whether that’s a promise of delivery time, returning a phone call, responding to an enquiry or after-sales service, whatever you promise…deliver on that promise.

2. Know thy customer. Especially if you’re a locally-based business, serving a community in person, there’s no reason not to get to “know” your customer. Know their name, their preferences. Offer up suggestions that are in keeping with their tastes and likes.

3. Ask. Ask for opinions, feedback, preferences, things that could be done better. A simple question: “What else could I do for you to make your shopping experience better?”

4. Listen. No “yes-but” excuses. When someone is providing feedback, they’re giving you gold. Don’t excuse, justify, rationalize or explain. Just listen. Then act. Act to make those changes that are reasonable and feasible to meet customer expectation.

5. Treat others as you wish to be treated. Why is this so difficult for businesses to do? After all, we are all customers. Why is it that indifference, over-attentiveness, push-selling and SCREAM selling are so prevalent in business, when we, as customers, abhor that behaviour.

6. Smile. In your voice, on your face, in your written communication and in your demeanor. Smiling is contagious. Just observe the difference when someone smiles at you, and your reaction. Smiling relieves stress, boosts endorphins, enhances immunity and lowers blood pressure. Do yourself and your customers a favour and share smiles.

7. Keep in touch. Why is it that we get bombarded with messaging during the “courting” phase as customer, but are virtually ignored once we’ve bought? I regularly hear of people who’ve switched their barber, massage therapist, “favourite” restaurant or other service provider or shop, lament the fact that they never hear from those businesses. Their cry of “I guess my business didn’t mean much to them” is well founded. Not every business can measure the comings-and-goings of each and every customer, but when NO attempt is even made, especially with “regulars”, what message does that send?

Do you know when a customer leaves? Do you know why? If not, why not?

What are your Cardinal Rules for Keeping Customers?

This post has been republished with permission from Kaarina Dillabough

 

Kaarina Dillabough

Kaarina Dillabough

Business Life Coach at Decide2Do
Kaarina is a business/life coach living in Ontario. For over 25 years her high-voltage energy, expertise and experience has inspired those she has worked with to reach beyond their grasp, to attain great things in business and in life. A former Olympic sports colour commentator and coach, Kaarina parlayed her coaching skills from the gym floor to the boardroom, working with business owners to improve their profitability and prosperity. In doing so, she has seen people grow both personally and professionally. Kaarina is known as an inspiring motivational speaker in areas such as branding, marketing, business growth strategies, and personal growth and prosperity. She is a passionate, seasoned coach and accountability partner with a proven track record, who loves nothing more than helping people achieve their goals in business and in life.
Kaarina Dillabough
Kaarina Dillabough

Comments

comments

11 Comments

  • June 10, 2014

    gingerconsult

    KDillabough Thanks Kaarina for a great update on how to retention clients today on #bealeader

  • June 10, 2014

    KDillabough

    CBechervaise Thanks so much for sharing this Chantal. I hope you’re having a wonderful start to your week:)

  • June 10, 2014

    CBechervaise

    KDillabough Thanks! I am! I hope that your week is going well so far too!

  • June 11, 2014

    gingerconsult

    Christal_Guziec Thank you so much. What a perfect analogy #bealeader cc KDillabough

  • June 14, 2014

    ZigzaggedPath

    KDillabough gingerconsult ZigzaggedPath Great job, Kaarina! You r trending on twitter.

  • June 14, 2014

    KDillabough

    ZigzaggedPath gingerconsult Huh? Don’t understand…

  • June 14, 2014

    ZigzaggedPath

    KDillabough your article was on the trending page on twitter.

  • June 14, 2014

    KDillabough

    ZigzaggedPath Wow: that is very cool:) Been away for a few days, so thanks for letting me know:)

  • June 17, 2014

    Kraig

    Amazing! This blog looks just like my old one! It’s on a
    totally different topic but it has pretty much the same layout and
    design. Superb choice of colors!

  • June 19, 2014

    KDillabough

    MarcWilczek Many thanks Marc:)

  • June 23, 2014

    KDillabough

    AlaskaChickBlog Thanks so much Amber-Lee, for the shares:)