Customer Retention: How to Keep Them Coming Back

Gaining a new customer is great, but customer retention is the thing that will elevate your business from successful to thriving. Having a repeat customer and getting referrals from those customers will allow for ongoing business, will help your company flourish.

Customer retention takes time and effort though, so be prepared to put in the hard yards!  Here’s how you can keep your customers coming back for more.

Building your customer retention strategy

You may be great when it comes to the tools, but have you built a solid customer retention strategy? When putting together this strategy, you need to focus on your number one priority – the customer. Here are some things to consider:

Build a rapport

Building a rapport with your customers is essential when it comes to maintaining customer retention. It helps customers feel better about your service. They relax and are easier to serve because they like you. Get to know a bit about your customer and their interests, to allow the conversation to flow more naturally. It could be as simple as asking if they saw the game their favourite sporting team played on the weekend or recommending a new fishing spot because you know they like fishing. Things like this will help to build a solid and personable relationship with your customer.

Offer a discount

It might not always be feasible but offering a discount can help improve retention. Whether it’s a discount for recommending a friend, a discount on a repeat service, or even something like a birthday discount, feel free to get creative and personal with it! With a creative and personalised idea, your customers will feel valued and set you up for more jobs from them in the future.

Go above and beyond

Going above and beyond to exceed expectations is something customers really value. Whether it’s throwing in something for free or discounting a more expensive upgrade, these things all show you’re willing to go the extra mile. If these types of things aren’t feasible, you can always focus on the little things to make a big difference. Bring them a coffee when you start their day, talk to them about their new puppy or write a simple thank you note after your job is complete. These types of things are unexpected based on what the client’s paying you for but will make your interactions more natural and increase customer retention.

Communicate regularly

Communication is key – especially in a customer-facing job. If your job is something that will take a few days, talk to your customer each day, and let them know what you’re doing that day when you expect to complete it by and what they can expect from this stage. If your project is something long-term like building a house, giving weekly updates may be a more plausible option. Leave it open to your customers to ask questions at any stage and respond as soon as you can. If you’re not sure on an answer, let them know you’re looking into it and will follow up with them as soon as possible.

Be active on social media

Most people expect businesses to be active on social media these days. With almost everyone having a mobile phone or access to a computer, we’re all expecting to find things – including businesses on social media – at the push of a button. Having an active and frequently used account will make you look more appealing to customers. Responding quickly to messages and questions in the comments to give customers the answers they need quickly. If the response is something that requires a longer response, ask for their phone number or email address and reach out to them privately to answer their question. Social media is also a great space to share photos and videos of your work, as well as create a space to personalise your brand by injecting some personality and featuring your staff’s skills and expertise.

Listen to what they have to say

You’re used to hearing your customers talk, but are you listening to what they’re saying? Make sure you listen to what your client has to say. Whether they’re letting you know their goals for the job you are working on with them or giving you feedback on your work, actively listen, and respond appropriately to your customer so they know they’re being heard.

Be reliable

This one goes without saying but being reliable is one of the most important things when it comes to customer retention. If you say you’re going to show up on a certain day at a certain time, make sure you’re there early or on time. Showing up on time will demonstrate your reliability, professionalism, and motivation to start work. The customer is paying you to do a job, so you need to show you’re invested. If for some reason you are going to be late or must cancel a job, make sure you give the customer plenty of notice to rearrange their schedule and find someone else to do the job if they need.

Personalise your follow up

Follow up with your customer after a certain period. Check in to see how they’re going and keep your rapport in mind when it comes to how you approach it because, let’s face it, no one likes getting annoying spam emails. Whether it’s over the phone or via email, that rapport encourages customers to have a natural connection with your business which will keep them coming back for more. You can also include suggestions for complementary services that may encourage your customer to work with you again in the future, for work that will support the project you have been working on.

Customer retention is without a doubt one of the most important things to take your business to the next level. It’s often easier to gain new customers than it is to keep existing customers, but keeping these customers is invaluable for your business. These returning customers not only provide more work for you, but they are also more likely to recommend your business to their friends and family, making for more leads without you having to lift a finger!

Customer retention is about looking good too. If your team’s uniform needs a refresh, head into your closest Syzmik stockist today.