In business, it's sometimes not what you do that matters – it's how you follow it up. Getting clients is one thing: keeping them, however, is another, and turning new customers into repeat business requires phenomenal follow-up.
1. Keep your promises
You may have heard the phrase "under-promise, over deliver" in business circles. What it basically boils down to is "never make a promise you can't keep". If you tell a client you'll do something for them, no excuses are acceptable. A customer will never forget a broken promise: by over-delivering on your promises to them, though (i.e. by giving the client just a little bit more than they were expecting) you'll make sure that they not only remember you, but come back for more.
2. Develop consistent and reliable routines
Your customers need to know they can rely on you, and if your business is managed in a disorganised and slap-dash manner you'll find building trust difficult. Put in place systems and routines which ensure that your business runs like clockwork – and that your clients know about it. That means implementing systems to help you effectively deal with everything from answering mail to managing stock and deliveries. Clients come back to businesses they trust, and they trust businesses that are consistent and reliable.
3. Offer customer innovation ideas
If your clients view you simply as a retailer or service provider, you may do well: if they also view you as an expert in your industry, however, you'll do much better. Provide your clients with expertise as well as service: allow them to view you as an essential resource and they will reward you with more business.
How you do this is entirely up to you. Publish informative articles on your website, offer an email newsletter or just give clients your expert advice for free: your clients won't be the only ones who'll benefit.
4. Communicate effectively
Communicating effectively is a huge part of successful business follow-up – and can be the difference between success and failure.
Effective communication means following-up telephone calls and emails; answering your customer's queries as quickly as you can and always responding to their questions and complaints.
5. Quick Turnaround
In this day and age, customers don't want to have to wait for anything. Don't keep them waiting: respond quickly and be accessible at all times. Remember, your business transaction isn't complete until you've done the follow-up, and that means providing a quick turnaround.
6. Make friendly visits or calls to your customer's business
Most customers appreciate the personal touch. By following-up their sale by popping in to say hello, you both remind them of your business, and reinforce your interest in them and your ability to help.
7. Always say thank you
It sounds simple, but then the best business follow-up techniques often are. In a time when manners are too often forgotten, a simple "thank you" goes a long way.
Summary:
Truly successful businesses recognize the importance of using phenomenal follow up techniques in order to retain clients. In this article we walk you through seven of the best methods to make sure that your follow-up techniques are geared towards keeping your customers happy, and making sure they come back for more.
Robert Moment is an innovative business strategist and author of , "It Only Takes A Moment to Score" and upcoming book "Invisible Profits: The Power of Exceptional Customer Service" published in Fall 2006. Visit http://www.howtostartyoursmallbusiness.com and download the FREE Special Report "17 Profitable Ways to Turn Your Ideas into Wealth".
