How to turn new customers into clients for life
I once read some great advice to business owners, ‘Tell them what you’re gonna do, tell them what you’re doing, then tell them what you’ve done.’ Wow, great advice!
Let’s face it, we all want to establish great relationships with our customers … and we know that communication is the key to achieving this. Yet, one of the biggest complaints we hear from customers is about lack of communication.
Communicating with customers is not only vital, it’s usually fairly simple, low-cost and an effective way to stay top-of-mind with them. Yet, honestly, how often do you communicate with your customers? I’m not just talking about newsletters and blog posts, I mean one-on-one communication via personal letter, phone call, email or various other channels.
As small business owners, we usually have fewer customers than larger organisations, so we’re more likely to be able to provide that personal service and communication. This is one way to really set yourself apart from the competition.
Regular communication can help you to:
- Get the job in the first place
- Establish a great rapport with clients
- Demonstrate the value of your service and justify your fees
- Smooth out any misunderstandings/stop problems from arising
- Convert customers to life-long clients… and
- Get some referrals!
When working closely with a customer, imagine the impression you could make by keeping them regularly updated on the progress of your project? Think about implementing a system which incorporates progress reports, email updates, personal phone calls and the occasional visit to your customers (where appropriate). Depending on the size of your business and your budget, you could use a diary, computer database or customer relationship management (CRM) system to ensure ease of communications.
By regularly communicating with customers, you enhance the sense of connection and make them feel more valued, which in turn makes customers much more likely to become life-long clients. So few small business owners do this well – so it will be easy to stand out from the competition.
Try it… then be sure to ask for some client feedback. You’ll see how communication can improve your bottom line.
Lyndall Guinery-Smith is The Professional Writer. She loves to write copy dedicated to attracting and engaging your customers, and improving your bottom line.
Lyndall has a strong background in Real Estate and is a specialist Property Copywriter. She happily works with clients all round Australia. Email her to arrange an obligation-free discussion about your latest project.