Getting new customers, having them choose YOU out of all the people out there, takes a lot of effort. Kudos for not only finding your niche but learning how to sell it to the world. Keeping the customers? Now that is the real challenge! Loyalty sounds good in theory and you actually may have it with the customers who have been with you since you’ve framed your first dollar bill.
To the others that you have recently wooed and wowed you will need to show them over and over again why your services are needed, and more importantly, why they need those services from you and not some schmoe on Craigslist offering the same service at a fraction of the cost. Mind your P’s and Q’s (as grandma was fond of saying) before your customers even realize that there are other options to consider.
Priority for Customers
You have many customers and all of them want something now. It may take a lot of juggling, arranging and rearranging, but somehow each one of them need to feel they are your top priority. Good thing for there are clones out there to help you when there are too many deadlines and only one of you.
Somebody is paying you. Somebody is paying you a LOT of money. Make sure the service you are providing is top notch. Sure mistakes happen, but in the early days of your business relationship you can’t afford even the smallest of errors.
If the caller on the other end of the phone hears a heavy sigh while they are explaining what they need done, what they are really hearing is the negative undertone and you may as well have said, “Look I’m really busy, but what do you want?” Keep a smile in your voice and be happy that you have another opportunity to serve.
Make sure you have a good turnaround time (again, maybe it’s time to consider a clone! You don’t have to do it all yourself!) If you tell your client they will have it by Friday, try to give it to them on Thursday.
Promises to your Customers
Don’t promise the moon and then not deliver. Your client needs to be reasonable as well if it is a huge project. Be careful not to over commit. If this is something out of your realm of expertise, don’t be afraid to call an associate outside of your company to assist you. If that is not possible, say no and pass on it. Don’t waste valuable time, yours and theirs.
Communicate with your customer. If you don’t understand what they want, be sure to ask. Ask again if necessary. They will appreciate your attention to detail.
It is really as easy as the old saying, “If you don’t keep your customers happy, somebody else will.” As long as you mind your P’s and Q’s this shouldn’t be a problem.