Loyalty: a long word for a true relationship of trust with your customers. Are you wondering how to maintain the trust of your customers and keep them for a long time? Here is a special customer relationship article to help small business owners build loyalty. A customer is a person like any other. And for a person to be satisfied there is need for evolution within a relationship of trust. Trust is the key to loyalty.
Does the concept of customer relationship seem quite obvious to you? But then, how many entrepreneurs are biting their fingers for not having been able to keep the trust of their customers? Once the sale is concluded, they no longer think of showing consideration to the client who is leaving.
Are you in such a situation? Nothing is lost yet. If you’re ready to admit your mistakes, you can still win back your customers and build customer loyalty.
Balance of Customer Relations
By creating a request process, you will be able to hear your customers’ grievances, as well as their suggestions. It consists of nothing more than providing the means to listen to your customers. Also try to improve your responsiveness. Your client should not have to call back several times or send you a registered letter with acknowledgment of receipt.
If you are a self-employed entrepreneur or a micro-business executive, block time in your daily schedule to follow up on the customer. You have won the trust of your customers, do not lose it. Show them that they were right to trust you.
Hearing your customers is the cornerstone of customer relationships and customer loyalty.
Get Some Feedback
Are you a victim of your own contradictions? It is common to hear entrepreneurs constantly blame their customers, while complaining about the hard times and the difficulty of keeping customers.
If a customer complains it is also because he/she is happy to call on your brand and expects a return of the trust they give you.
He/she trusts you, and is simply telling you that you are disappointing them or that they have noticed a malfunction. Why not consider this valuable information? If you correct the shot from the beginning, their confidence in you will be maintained. And the remarks will permit you to improve.
– Feedback is about listening to your customers.
– Admit your wrongs (if you have any)
– Resolve worries or sources of dissatisfaction
But everyone is not immune to error. Faced with an unsatisfied customer, take the time to study the reason for the claim. At the level of production, or the service rendered, you must verify the reality of the facts. If your client was right to complain, admit it.
Admitting your fault is a sign of maturity and respect for others. Your customer will appreciate. Show them too that you are making efforts to remedy the problem raised.
Maintain the Relationship
Plan a range of commercial gestures adapted to the degree of customer dissatisfaction. If your customer is unhappy, do not fan the flames, forcing them to beg for something.
The loyalty of a customer stems from good customer relations. Offer a gift voucher, a gift, the extension of the guarantee, etc. to show that you want to compensate them for the inconvenience suffered. And remind them that their satisfaction is important to you.
To retain your customers, do not forget those who do not say anything!
This is what I call the “silent majority.” They never say (or say very little) whether satisfied or not. However, they represent more than 90% of the turnover.
A customer who is silent can also consult your competitors and leave you overnight. Show them that you care about them by giving them time and attention.
Hear, Listen, React, Anticipate: these are the watchwords for customer loyalty. You are now well informed of good ways to maintain trust and customers! It’s up to you who stays your client and helps you improve your products and services.