What really makes customers come back for more? Customer loyalty is still the combination of efficient services, quality products and topnotch customer service that seals the deal between you and a client. Inspiring customer loyalty is a much more effective and less expensive strategy than having to constantly come up with new promotions and giveaways. Keep these tips in mind:
Exceptional Customer Service Keeps Them Coming Back for More
Even if you have a similar product or service as a competitor, you can’t beat exceptional customer service. Above all, never take your customers for granted. Treat each customer like your number one client. Give them consideration beyond promptly providing excellent service when called upon. Anticipate their evolving needs and go out of your way to connect with their uniqueness, which personalizes the relationship. Consider what you would want as a loyal customer, and occasionally provide some type of unexpected benefit or acknowledgment. Customers will come back again and again if you establish and foster customer relationships that will endure for years to come.
Speed is Secondary to Quality
Research shows that quality matters more than speed. According to a study by the Gallup Group, customers were nine times more likely to be engaged with a brand when they evaluated the service as “courteous, willing, and helpful,” versus “speedy”, which only made customers six times more likely to return. On the other hand, we don’t want to make our customers wait all day while their cars are being cleaned. Convenience, efficiency, and consistent quality of service are crucial to your success.
Stand for Something
If you want loyal customers, you need them to care about you … so what do YOU stand for? If your business philosophy is on eco-friendly services and products (like ours), educate customers (and employees) on sustainability topics through internal meetings, round table discussions, and public presentations. Focus on water conservation and reducing the amount of toxic chemicals being dumped in the environment. Appeal to customers that value your corporate social responsibility and environmentally friendly processes as they’ll appreciate your effort and feel safe knowing that they won’t be surrounded by harsh chemical cleaners once their car has been cleaned.
Utilize Surprise Reciprocity
Reciprocity works incredibly well on its own; however, it’s even more powerful when done by surprise. For example, can you recall a time that someone did something nice for you unexpectedly? The gesture probably wasn’t all that unusual, but the fact that it came out of nowhere left a strong impression on you. Go the extra mile; include a small additional service that the customer wasn’t expecting.
Get Ideal Customers to be VIPs
Where your regulars are concerned, consider creating a “VIP” group of selected individuals. As previously mentioned, go out of your way to connect with their uniqueness, which personalizes the relationship. Why is your service so much better than your competitors? What do you offer that they don’t? Most people purchase luxury cars to receive special treatment, so create an unforgettable experience for them.
Respond Quickly and Professionally to All Complaints
Research reveals that of all customers who complain, you’ll only lose 10% of them if you resolve their issues without delay. It’s far better to be business-wise than to deny customers whatever considerations they demand.
Customer loyalty plays a major role in ensuring the success of any business. The importance of repeat business means not having to spend money attracting a new one. Thus, customers that happily return will likely spend more over time. And if that isn’t enough, those satisfied customers will refer your business to others. Ask any successful business owner and he will probably tell you that establishing customer relationships secured their loyalty and increased his bottom line.
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