Episode 41 (5)

 

In today’s monster size podcast episode, John Millar covers the most important people in your organization which is YOU and YOUR CUSTOMERS.

And we give you 10 strong tips on how to keep your customers happy, coming back, spending more money and referring you to more people.

1. Acknowledge your customer

Acknowledging your customer’s immediately will actually go a long way in improving their customer’s satisfaction.

2. Know your customer

This can actually increase your customer’s satisfaction, by helping them to understand that you care about them as individuals.

3. Reward customers loyalty

Reward not only the NEW CUSTOMERS but also those who are being loyal to you.

4. Going the extra mile

Give them something extra, to let them know that they are important to you.

5. Follow up

Follow up regular basis on how they are progressing or if there’s an issue that you need to look after.

6. Give special offer to current customers

This will improve your customer’s satisfaction by making them feel valued. And actually part of an inside group, they then become part of your tribe.

7. Keep in Touch

A monthly news that is a great way in keeping your regular customer’s informed with news and simply reminding them that you care about them.

8. Differentiate yourself in a competition

Most of your competition gonna be swimming on a sea of mediocrity. Make sure you rise above that and show them why it’s so important that they done it just to your business, but they do business with you.

9. Ask your customers for their opinions

This will provide you with valuable information on how you can provide products and your service delivery better.

10. Giving samples

So if  you’ve got a new products, or a new service even, you can give them bite size samples of it. Current customers can be a fantastic resource of market research.

RESOURCES MENTIONED

CEO on Demand website – www.ceo-ondemand.com.au

More Profit Less Time website – www.moreprofitlesstime.com

THANKS FOR LISTENING!

Thanks so much for joining us on this episode! Don’t forget to subscribe to the show on iTunes and Stitcher to get automatic updates and leave an awesome review!

Until next time!

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TRANSCRIPT: PODCAST EPISODE 42

Title: How to Make Your Customers Happy

Date Published: March 1, 2016

Running Time: 08:27 minutes

 

Hi this is John Millar I’m the naked business coach, stripping business back to the bare basics just for you today. Now, one of the things I really wanna cover, a monster all of these podcast are the most important people in your organization. Now they could be your team, they could be your suppliers, they could be a whole host of things, but the ones I want to talk about today, are you and your customers, I’m gonna give you 10 really strong tips on why is to actually keep your customers happy, coming back, spending more money and referring you to more people. If that’s of interest to you, this podcast is going to actually give you some help.

Now, you may have had that cost you 5 times more, to attract a new customer, has a dozen actually keeping an old one. And that actually held through today, it’s actually a truism, it’s a bit like gravity, and doesn’t matter how it works, the fact is, it does. And this simple economic lesson should encourage you to do what you can do to keep your customers happy, coming back for return business spending more and referring you to their friend’s family and colleagues. But let’s face it, how can you improve customers satisfaction and return your customers. Here’s 10 easy tips, that you can take away from today’s podcast and implement straight away, to keep your customers happy and loyal.

The first thing you need to do is to actually acknowledge your customers, now doesn’t matter if that’s answering the phone right away. Giving them correct eye contact, or something as simple as just, if you’re in a retail sense, saying to someone, “I’ll be right with you”. Acknowledging your customer’s immediately will actually go a long way in improving their customer’s satisfaction.

The next thing is you have to know your customers, literally. Find out their names; greet them by name whenever possible. Now, people buy from people for goodness sake, so make sure you connect with them as individuals. Now if it’s appropriate, find out what their birthday information is. Send a special offer or their trade on their birthday. This can actually increase your customer’s satisfaction, by helping them to understand that you care about them as individuals.

The next thing is reward customer’s loyalty. Now, one strategy – and there are hundreds in actually keeping a customer’s happy – is actually rewarding them for loyalty. Many businesses have things like “buy what 5 get one free card” or something similar. Now this is actually pretty good. But you can also reward your customers unexpectedly. Now why not get a return customer and give them a complimentary drink, added service, even a gift card. Do something that actually rewards your customers for being loyal. Now with my coaching clients, we have a Christmas in July, and a Christmas in Christmas time. Where they get Christmas gift. Christmas time is where we get Christmas party. Is that a great way to say to my clients. “Thank you” . This is ”thank you for being loyal”, “Thank you for being a part of my business, without you I don’t have a business and that you thinking the same way “ Now that ties in really nasty into the next part, which is going the extra mile.

Loyal customer like to know that  will actually wanna know that you are going the extra mile for them. If there’s a problem, your gonna solve it, your gonna fix it, you’re gonna do whatever it takes. If they’ve got a need that you cannot fulfill, you’ll going to do everything that you can to try and help them with that. Give them something extra, to let them know that you are important to them. And that little extra can just be going to be a little bit extra effort.

The next is to follow up.  Customers don’t like to be follow up for things like updating information or chase to be sold something. But if you’re actually telling your customer, you’re looking to an issue and you’re gonna follow up on a regular basis with that status, a simple phone call or email can make all the difference between a happy and a very own happy customer.

There’s something I want you to consider as well which is, give special offer to current customers. I actually see so often the telecommunications game in particular, where they have this fantastic offer. Giving this mobile phone, join this pay tv plan. Blah blah blah. Oh, by the way that’s only for new customers. Oh what are you doing to keep existing customers that you got happy? Use your customers, and uh offer them a member’s-only-type of promotion to those current customers, they’re the people being loyalty, this will improve your customer’s satisfaction by making them feel valued. And actually part of an inside group, they then become part of your tribe.

The next, keep in touch. Try to require customer contact information early. And then actually send them a regular updates for a mail, email, sms etc. A monthly news that is a great way in keeping your regular customer’s informed with news and simply reminding them that you care about them.  Now, don’t use when I say keep in touch is the opportunity to try flog and sell them something. Now get them something that’s inspirational, aspirational and educational.

The next thing you need to do is really differentiate yourself in a competition. Now I don’t care whether you design a creative interior to your retail store, or simply provide more value through your exceptional customer service, but you must keep your customer’s happy, by setting yourself a part of a competition. Now let’s face it, most of your competition gonna be swimming on a sea of mediocrity. Make sure you rise above that and show them why it’s so important that they done it just to your business, but they do business with you. Now that’s the great segway to the next point.

Which is asking your customer’s for their opinions. Now how do you know what your customer’s want unless you ask them? It never hurt to ask your customers about their experience, what improvements they’d like. And how they like to do business with you better? This information can be a little confronting. But let’s face it, it will provide you with valuable information on how you can provide products and your service delivery better.

Another is giving samples. So if  you’ve got a new products, or a new service even, you can give them bite size samples of it. Current customers can be a fantastic resource of market research. Now why don’t just give them samples, to existing customers and ask them about their valued opinion. Tell them what they think. Now they’re a sort of people you want to do business with. Then your current customers will tell you what your prospective customers are going to want, need and look for.

So keeping your customer’s happy and loyal is not only the best way of maintaining your customer’s revenues but actually growing it. And then addition, a happy customer will always naturally spread the word about your business. Which kills two birds with one stone for your long term growth.

This is John Millar from the naked business coach breaking business down to its bite size pieces, I really want you take things away and focus on these top ten ways to keep your customers happy and I promise you, your business will really fly. Now for more information please go to, ceo-ondemand.com.au or moreprofitlesstime.com. Until next time, may you be healthy, happy and increasingly wealthy.

John Millar

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