Retaining current clients is a more reliable way of increasing profitability in your business than gaining new ones. Research has shown that the cost can be five times more to attain a new client than it does to retain an existing one. However, when it comes to retention, there is such a thing as the “right” client. Next level service is the easiest way to make a customer happy, which leads to referrals, repeat business, cross-selling and upselling. Once you’ve developed that trust with a customer, they are loyal to you and your business. Setting expectations, following through, and delivering on what you said you would during the sales process is paramount for customers.
How can you deliver next level service and positively impact sales and customer retention in your own sales funnel?
1. Go above and beyond
Exceeding customer expectations doesn’t have to be hard or costly. It can be as easy as answering their inquiries in a timely manner or making sure they know the entire process and what to expect. Even personalizing your emails or remembering their preferences has gone a long way for businesses in creating stellar customer service.
2. Know your ideal client
How can you serve someone when you do not know who they are and what they need? Knowing your ideal client inside and out will allow you to know what things they value and where you should be putting your effort. Try creating a target persona of your ideal client and asking yourself what would they appreciate as a customer.
3. Always fix the problem
No matter how much you plan and prepare, mistakes happen. Make sure that when problems arise that you make every effort to fix the issue and repair the relationship with the client.
4. Listen to and implement feedback
Setup multiple ways that your customers can provide you feedback, whether it is reviews or a specific email or number for questions. The feedback you get from clients is invaluable in helping you cultivate a better service for future and current clients.
As a business owner, providing an excellent customer experience is the key to success. Your goal should be to create a top notch experience so that every client becomes your number 1 fan.