For any entrepreneur, customer/client retention is important because it’s the only way to grow a business. If people aren’t coming through those doors, there’s no money and the business will shut down. As a result, consider implementing these four customer retention strategies to see growth happen in your business.
Be impeccable with your time. No one likes to come for a 1 pm appointment and wait for 1.5 hours. This is a sure-fire way to upset your customers and lose their business. While there is an element that’s out of your control, it’s good to implement a system that demands your customers show up on time. The best way to do this involves a late fee. When people know there is a fee attached to showing up late, they’re more likely to show up on time and respect your schedule as well.
2. High-end Customer Experience
Anthropologie is a popular women’s retailer that women of all ages enjoy. Part of its appeal involves the experience that caters to the senses. The music, scented candles, window displays and decorations all invite a woman to hang out, shop and relax for a while. The same can be said for your business. Make sure that the decor, the front desk personnel and experience are all congruent with one another. Consider hosting a customer service training for your employees. Hire an interior decorator to create an immaculate ambiance. Serve water, beverages and light refreshments to your guests. These small investments will make a good impression and make a first-time customer a repeat offender.
3. Name Branding
One of the strongest ways to get more clients is through word-of-mouth referrals. Treat everyone with the same care and respect and it will benefit you greatly. On this subject, Dr. Leonardo says, “name-referrals are based on reputation, credentials and experience—all elements of goodwill that accumulate over your career and are directly associated with your name. Your name is your calling card for which your livelihood depends. Your name is your ‘brand’.”
4. Strong Online Presence
In 2017, most people are walking around with smartphones, tablets and WiFi hotspots. In a lot of cases, your website is the first impression people will have of your business. Invest in a good graphic designer and web designer for the site. It’s also vital to have updated information on the site. Credentials, positive reviews and contact information should be easy to find as well.
These four strategies, when implemented, will make a major impact on the growth of your business. As long as you remain consistent and patient with all of these tasks, you’ll be able to retain customers and attract new ones as well.
Author: Hannah Whittenly
Hannah Whittenly is a freelance writer and mother of two from Sacramento, CA. She enjoys kayaking and reading books by the lake.