You’ve worked hard. You’ve spent your marketing dollars. You’ve gained the client. Are you off looking for the next big thing already, or are you following that client through the sale? Unless you have some sort of product or service that a customer would only use once in their entire lives and never tell anyone else about, your job is not done after the sale.
Did you know it takes less time and is less expensive to maintain a customer than to gain a new one? Did you also know that one of the most effective marketing tools is word of mouth? Today we will talk about how you create loyal customers and brand champions so you can utilize the customers you already have to do more of the work for you.
A Simple Thank You Would Be Nice
It can be as elaborate as a welcome gift or as simple as a follow-up email, but thanking your new customers for working with you goes a long way. To a degree the size of your ‘Thank You’ can depend on how big of an investment they’re making, but if you can send them a handwritten note with some branded swag or go even bigger, the impression it leaves is worth the time and money. Even an automated welcome email with links to resources is a great strategy! Just make sure the customer knows you’re happy they chose to shop or work with you!
Don’t Love Them and Leave Them
Follow-up is key. Make sure your customer is doing well with their new product or service. Don’t just assume they’ll let you know if they have questions or issues. Ask how everything is going and see if they need any help. You can do this with a handwritten note on a branded notecard, a personal phone call or an email, or even a branded email that gets sent out automatically says to your customer “I care about your success with my product or service, not just your money.”
Make Sure They Don’t Forget You
Staying in front of people who are using or have used your products or services in the past is important. People are busy and inundated with marketing and information every day. Email campaigns to your current and past customers are a great way to do this. Personalized mail is also a great idea, but you have to make sure it’s clever and stands out so it doesn’t get thrown into the trash before they even read it. It never hurts to pick up the phone and give your people a call, either! Whatever you do, don’t get too “salesy” with this. It’s totally fine to mention other products or services they might also like, but make sure that’s not all you’re doing. Again, they need to know you care about them, not just about them buying more.
Celebrate With Them
Every year, each member of my family gets a personalized birthday card from our chiropractor. It was my son’s favorite birthday card this year, in fact. It’s a small gesture, but it shows they really care. It’s also nice to celebrate the anniversary of them becoming a customer. Beyond that, if you’re close enough with your clients, it might be a good idea to send something (even if it’s just a card) for weddings, births, graduations and any other big life events!
The more you can dote on your clients, the better the chances are they’ll continue to use your services or products. Plus, if they like you and the connection you’ve made with them, you can bet they’ll be telling their friends about you too! Which makes your job gaining new clients and more business so much easier!
It can be easy to forget, but at the end of the day, business is about relationships. Build strong relationships with your clients and your business will reap what you sow.