What’s the one thing which is necessary for repeat custom, above all else? Great customer service and an outstanding product are essential, but most of all, you need to be remembered. When competition is so fierce, it’s easy to blend into the background. Which means you need to be outstanding, high-quality, and memorable. It isn’t about offering a product or service which is zany and off the wall, but about offering a service which leaves the client feeling warm, welcome, and wanted.
One of the best ways to be remembered is by going above and beyond your call of duty for a customer. This practice proves to them that you want their custom, but most of all, that they’re important to you. It means that they leave feeling like the experience they had was so unexpectedly positive, they can’t imagine not wanting to go back. This requires you to be attentive, on the ball, and a great listener, forming a natural connection. Being able to understand their wants and desires, even if they’re not necessarily able to verbalize what it is they’re looking for, enables you to offer top class customer service. Try to avoid being too over-familiar, as this can sometimes come across as overbearing and uncomfortable for the client. A friendly, professional, and no-job-is-below-me attitude are all it takes.
A parting gift
It might seem strange, but letting your customer leave with a small parting gift, as well as their goods, can be a great way to cement their loyalty. A die-cut sticker of your company logo, such as those at http://www.bluebeeprinting.com/diecut-stickers/, is the perfect example. If they loved the service they received (and your logo is attractive), chances are they’ll pop this sticker somewhere visible. That means that they’re constantly being exposed to your logo, and when the time arises that they require your services again, your brand will be the first one that comes to mind. A pen in the company colors with the logo, a drinks cooler, or even a keychain are all great ideas, and work like a charm.
Once your customer has walked out of the door with their goods (and parting gift) in hand, don’t let that be the last they hear from you. In a week or a month, give them a call and ask how they’re getting on with their product. Offer any advice for any concerns they have, and ensure they know that the follow-up service is free. What this serves to do is remind them of your existence. It acts as a memory jog, making your company a more prevalent memory than it might previously have been. It’s also great customer service, so it helps to solidify that reputation in their mind, meaning they’re more likely to come back and far more likely to recommend you to a colleague or a friend. The follow-up is a vastly underused sales method, perhaps because it has no immediate benefit, but the long-term positives make it more than worth your while.
When your client walks out the door, you want your company to be the first one in the industry that comes to mind next time they need your services. A great customer experience and a few tactical memory jogs are all it takes to keep them coming back.