I love writing, writing my plans, thoughts and even notes to God. Interestingly, most times it leads to me asking Him questions and of course getting answers…some of which I’d like to share with you today.
This is a world of similarities. Multiple businesses offering pretty much the same product or service. Several businesses all scrambling for the same consumers. Not surprising then that one of the major questions on the minds of business owners is, “How do I keep my clients coming back to me for repeat business?” Just how does one keep clients from falling for the seductive ‘lyrics’ of competitive businesses?’
So here we go *drumroll* here are useful tips to keep your clients hooked heart, body and soul to your product or service.
Keep track of your clients; with your business purpose in mind
Remember as an entrepreneur, your major objective is to provide solutions. This means you need to be truly concerned about the people who currently need your solution –whether they know they need it or not. Being concerned about your clients should naturally lead you to keeping track of them especially with regards to the purpose of your business. Sounds like plenty English to me right now…time to break it down.
Say you run a hair salon, your business purpose is to keep your client’s hair always on fleek. To do this, you need to keep track of your clients to ensure that their hair-dos always represent. This could mean sending that special client reminders to swing by your salon for a new do… the last one you did for her two weeks ago should be getting old and rough. In the reminder, you can even suggest new styles she can try based on her preferences and shape of her face and send pictures to her.
What this does is give your client the feeling that you care for her and how her hair looks. She is not only reminded of when to change her hair-do but with time, she’ll stop thinking about her hair because she knows you’ve got her covered! You’ll remind her when she needs to come by, you’ll share styles with her and you’ll do them well. I don’t know about you but for me, this is one sure tip to keeping your client from even thinking of patronizing competitive salons.
Know your thing and let your customers see you as an expert
Do you sometimes compare your business to others in the industry? Do you notice the gaps between where you are and where they are? Don’t worry, it’s normal. This should not deter you or make you feel incapable of keeping your clients.
The important thing to focus on as you try to close the gap is that “one thing” that attracted your current clients to you in the first place. There is something you are very good at…something that you are a tested- and-proven expert of. I can hear you asking yourself already, “But how do I know this?”
Okay, imagine one of your current clients is talking with a friend about your service. What would be the biggest wow about your business that would make her friend say, “Oh I want to try this lady?” If you can answer this, congrats! You’ve found what you are the expert of! For one example, Banke Meshida-Lawal of BM Pro is amazing with making her client’s eyes POP!!
Make it a point of duty that everyone that meets you, leaves with the conviction that you know your stuff. More importantly, that they feel a connection with you! People like to be in safe hands that they trust. Even if they try other businesses, as long as your knowledge is deep and there is a connection, they’d soon realize it and come back to you.
Be humble and honour your clients
You humble yourself when you know and act like the client is boss. This way you always desire to deliver excellent service to the client always. Even when the client is upset and spitting out venom, you should seek first to understand before sharing your point of view…if you really must.
Offer your product/service in the way your customer likes and would feel respected. For example, prompt response to emails from clients, calling clients back when you miss their calls, creating offerings that fit their needs and preferences or even simply saying thank you for payments.
Always speak respectfully to your clients and also about your clients, especially when discussing them with your staff. This is important because how you refer to clients when speaking with staff impacts the way they will speak to them in future. So if you say, “This client can be annoying”, the next time the client calls, your staff unconsciously has less patience with them. This can ultimately lead to the loss of that client.
Don’t become a financial burden
When you offer excellent customer service and are passionate about your clients and their development with respect to our business purpose, you will most likely create new and deeper relationships with them. Some of which even grow into friendships….this is really a good thing.
However, at all points you need to ensure financial respect is maintained between you and your clients. No matter the relationship, avoid situations that make your clients feel they are patronizing your service because they just have to help you. It can be emotionally tasking and with time, they will run!
Never download all your business and/or personal problems to clients so they feel obligated to help out. Clients may also feel obliged to patronise you if have lent you money that you can’t pay back. Talk about a messy situation.
Knowing your stuff brings clients to you and makes them feel safe. Being humble, respectful and keeping track of your clients ensures your business is top of mind for them and guarantees repeat business. Ensuring financial respect exists ensures all parties remain friends over time. This is the formula for preparing the cake…the icing on the cake comes from consistency!
A consistent application of your proven formula will not only ensure your clients remain happy with your business. It will also tire those competitive businesses trying to tap into the opportunities in your industry.
These tips blessed me when I found them…and I sincerely hope they do same for you.
Which of the tips did you love the most and intend applying to your business immediately? Let us know below.