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Once you’ve got your customers you have to look after them. How are you following up? Do you ask for feedback? Are you constantly seeking to improve your service? Are you keeping your business or organisation name in front of them with news? Promotions? Do you remember their birthdays? Are you sending reminders for follow up checks? Annual renewals? What do you do when you make a mistake? What’s your service-recovery like?
Are you monitoring and maintaining a customer database? Keeping customer contact details up to date and current allows you to build a relationship of trust, and gives you an opportunity to promote and upsell your products to your captive audience.
You’ll know well enough that giving good service alone is not enough. Keeping a customer is just as important as getting a new one. Your business is our business – let us make it personal.
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