With each and every new customer that comes to your business you are on probation. Each new customer looks at your business to work out if you are someone that they would like to do business with long term.
They watch to see if you deliver as you have promised. They listen to every word you speak to make sure it matches how you have marketed to them.
They tap into their gut to see how you make them feel.
If you don’t match up, they may give you one more chance, but generally they walk out the door and your probation is terminated. They simply don’t come back to your business.
So what can you do to ensure that customers actually come back and possibly become raving fans?
This is where customer nurturing strategies come into play. Here’s 20 simple ideas to help you nurture your customers. You don’t need to do all of them just try implementing a few of them and test your results.
- Answer your phone and promptly return messages. Never let your phone ring out.
- Respond to emails in a timely manner.
- Make sure your voice is warm, yet professional when you speak with people.
- Know your stuff & share your knowledge.
- Make it easy for people to do business with you. Remove all barriers whether they are physical, system based or emotional.
- Guarantee your services.
- Reinforce your professionalism with well-written marketing material.
- Say thank you more than once and in more than one way.
- Confirm appointments and take the chance to reinforce their decision to try out your business.
- Ask for feedback on their experience as a first time customer and how you can improve.
- Surprise them little bonus gifts, extra service, information sheets all surprise and delight customers.
- Share information let them know useful facts or industry trends.
- Give them your details share your business card.
- Introduce yourself and shake their hand (How many business owners do that?
When was the last time your local Pharmacist or Baker did that to you?)
- Be accurate no slip ups or mistakes.
- Know your numbers & measure the right things to make sure your team are consistently doing the right thing.
- Honour their communication preferences. If someone asks you to phone them then phone rather than email them.
- Help them know details of how to get the best out of your business or service.
- Make sure your business premises are clean and inviting.
- Deliver what you promised.
So there you have it. 20 ways to nurture your new customers. The more you nurture your customers, the more likely they will stay with you and help you grow your business.
By Rachel Macey