SKILL
of it. Easy access also reassures your customer that you can be reached in case of a business emergency. 2. Offer Guarantees. You expect your customer to believe in your com- pany enough to do business with you, so show your customer you believe in your company enough to guarantee your products and services. Buyers don’t like to take risks with their com- panies’ money. Guarantees help take the risk away, so your buyer can be confident he’ll get what he pays for – or he won’t pay.
Customers for Keeps Sixteen ways to keep your customers for life
JOHN R. GRAHAM
When you work hard for new customers, what’s the last thing you want them to do? Leave you for the competition, right? To help turn budding customer relationships into lifelong business alli- ances, treat your clients with the TLC they deserve.
The pains you take and the effort you make to ensure reliable, prompt service and VIP treatment will help you build fierce customer loyalty. Use these 16 tips to help bind your cus- tomers to you for many, many sales to come:
1. Be Easily Accessible. Make it easy for customers to place orders or
8 | OCTOBER 2019 SELLING POWER © 2019 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.
ask questions by giving them plenty of ways to reach you. Toll-free phone numbers, customer-convenient hours, email addresses, and phone numbers (home and cell) all show your custom- ers you’re prepared to be virtually at their beck and call. If you give your customers more ways to do business, you may find yourself getting more
3. Be a Helpful Resource. Any salesperson can fill orders; but, to be indispensable, you have to be a valu- able source of information or advice to your clients. Help keep your cus- tomers informed and in front of the competition by gathering and sharing industry and business information. Make a list of frequently asked ques- tions about your product or service, and print it with the answers. Clip and send articles relevant to your client’s industry with pertinent information underlined or highlighted so your cli- ent can digest it quickly. 4. Keep in Touch. Don’t wait until you want to sell something to contact your customers. To show your custom- ers you care about more than just writing orders, make an occasional phone call without asking for one. Let customers keep in touch with you with automated attendants answering phones during non-business hours. Your customers may not reach you after hours, but the answering service lets them cross “Call Mr. Salesperson” off their to-do lists. 5. Make Buying Fun. Selling
doesn’t have to be all serious busi- ness. An upbeat, exciting attitude or buying environment often makes customers want to join the party. Adopt an energized, off-the-wall approach to show your customers you’re a forward-thinking, innovative go-getter. You don’t have to sacrifice professionalism to turn buying into an energizing, enjoyable experience that will help keep your customers coming back.
VIKTORIA KURPAS /
SHUTTERSTOCK.COM
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