Repeat customers are your low hanging fruit. They are the people who have already emotionally and financially brought into what you have to offer.

They are there to be nurtured and treated like they matter. Because they do.

How often have you eaten at a restaurant where the food has been great but the service has been terrible? Would you go back or would you try somewhere new?

Or perhaps you’ve brought a product online and there was problem with it. You phoned the customer service line and they were so helpful, that you’ll definitely buy from them again. Over their competitors simply because they treated you like a person who mattered.

Here 5 simple and effective ways of nurturing repeat clients so they keep coming back:

Customer experience
Make this your priority. Step into their shoes. What feeling do you want them to go away with? How can you best implement this? What are the next steps? What do you do for your clients that they love? How does it make them feel? What do you do that you love but doesn’t improve their customer experience? Work out what you can do less or more of and make an achievable action plan.
Customer service excellence
The customer is not always right, but the customer service always needs to be right. By that, I mean that if the customer has a complaint, listen. Empathise. Act accordingly. Make a plan. create a win-win situation. These wowed-back customers will become your strongest ambassadors. Look for alternative solutions.
Treat your customers as individuals
There is the phrase “treat everyone how you’d like to be treated”, but I don’t think it’s necessarily true. We all have different personality types, and if you’re only treating others how you’d like to be treated you might well be missing the boat. Learn who you are and how to recognise how others like to interact and then develop your skills. You’ll reap the rewards.
Take time to listen
Have you heard the saying that “God gave us two ears and one mouth for a reason? So we can listen twice as much as we talk.” We forget, so often, to listen. It has two benefits. Firstly, it lets the other person know you understand, you care and you are there for them. Secondly, they will tell you what they really want, not what you think they want.
Ask, evaluate, and reflect on feedback
Feedback is like magic. It’s the clarity that we are so often searching for. By asking our customers what they think (whether in person, by email or in a form) we gain so many insights that we can then work with to grow or adapt our business to help it’s potential. Don’t lose sight on the importance of it.

I hope these help. I’d love to hear what would you add? What works for you and your business?

If you’d like to discuss how to improve your customer experience, understanding personality types, how you can deliver excellent customer service, what you need to do to treat your customers as individuals, how to really listen or how to go about asking, evaluating or acting on feedback, don’t hesitate to get in touch. Simply email me on annabel@gonifascoaching.com or call on 07954 357 443 today.

5 ways to easy ways to nurture repeat customers so they keep coming back

5 ways to easy ways to nurture repeat customers so they keep coming back

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