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How to keep customers coming back to your small business

olderwomanonphone32013024.jpgGreat customer service is the lifeblood of many small businesses. It is important to realize that repeat business is the way,that the most successful businesses keep their doors open. Customers are the most essential part of business (without them there would be not business), and most businesses are built on the philosophy that that repeat customers provide a significant portion of the income at any given moment. In fact, studies have shown that nearly 80% of business, comes from 20% of customers. Here is what you need to know about how to keep customers coming back to your small business-

  • Know your customers-It is important to understand that this goes far beyond knowing who your customers are. It is critical to pay attention their behavior. Customers will often give you signs of loyalty,or let you know that their attraction to your business is fading,before they actually make any final decisions on what they will do. You need to pay attention to these signs,and have a plan of what you can and will do,if someone is looking like they may not be coming to you anymore. This means that if someone who comes in regularly,stops coming in at the same intervals, then you may need to check with them,and see how they are doing. While this is not always a sign that they have left your business, it may be a signal of some other kind of problem that you can help with, and show how important they are to you.
  • Involve your customers-It is important to ask your customers what they think. This is crucial since it is very difficult to make changes if you don't believe or even know,that they are necessary. You need to make yourself accountable by asking your customers what they think of the product and service,that you are offering them and they will tell you. Customer satisfaction surveys can be an excellent tool,for you to learn what you need to work on,and what will really help your customers keep coming back. Offering something that feels a need for them, (even if they never choose to use it), can really help boost your image in their eyes, and keep them coming back to you.
  • Show your customers that you are worth it-You need to prove to your customers that you are worth their time, and more importantly their hard-earned money. It is important to remember that customers look for value when they are looking for new products or services,but they also keep their eye out for it, when they are doing continual business. You should be reminding them on a regular basis,that there are lots of reasons why they keep coming back to you. This means doing more then just asking them about how their product is working for them. You need to develop a relationship with them. You can do this bypaying attention to their family and other interests,and remember them when opportunity presents itself to discuss them.
  • Make the most of every encounter-In order to further develop a relationship with your customers, you need to take advantage of every time they come into your store or interact with you online. They already know that you appreciate their business, but you must remember they also like it when you say you appreciate them.In order to win your customers loyalty you will need to make it very clear,through your actions that you want them to keep coming back. An apathetic approach will almost guarantee that you will quickly lose loyalty. It is crucial that everyone in your business makes customer service their number one priority.
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