It is human nature to forget and when someone comes along that can fulfill their needs at the right time our customers are likely to forget previously used companies and get caught up in the moment.
One of the best ways to keep your customers and prevent them from being poached by other companies is to stay in contact on a regular basis. This can easily be done by email but of course not everyone reads their email so to be really effective you need to supplement this with other methods. There is also the danger that because email is so easy that you send too many emails and your customer then unsubscribes from your list.
Old fashioned snail mail still works well and enables you to send things like business cards and flyers that your customers can use to help refer other people to your business. It is good to carry out a physical mailing several times a year depending on the nature of your business. If your clients are tied into your service by contract and you have minimum contact during that contract then the number of mailings can be kept to perhaps 2 or 3 a year so that you are using the mailing as a bond builder for when the contract ends and in obtaining referrals.
There is also of course a courtesy telephone call to see if they are still happy with the product or service that you are supplying them with. For instance you could offer everyone a 6 month follow up call to ensure that everything is fine and this will build trust in your company. It shows that you really care about your clients.
All of us like to feel valued and so when a company keeps in touch with us as a valued customer not just a prospect for more business we will feel some loyalty to that company. As a business we need to work on that principle of loyalty as it works both ways. Our showing real interest in our customers and keeping in regular contact will help our business to build a good customer base.
How do you keep in contact with your customers? How often do you do so? Please leave your comments in the box below.
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