How do you keep a customer? Well, it’s likely the same reason you keep going back to your favorite store. You have great customer experience and enjoy a good relationship with sales associates and management. In short, your needs are met and you always have satisfaction. Now it’s your turn. Here are four tips to keep your customers happy.
(1) It’s all about passion
One of my favorite customers is an actor I met some years back. He was shopping at the Designer Shoe Warehouse, now known as DSW Inc. I worked at the West Nyack store in New York. I approached the man who looked perplexed. It turned out that he was looking for a special style of shoe. After talking to the guy, I zeroed in on what he was looking for. I kept staring at the shoes. Something clicked. I remembered a pair of Zengara shoes that would be a better choice than what the gentleman originally had in mind. The customer was thrilled and I closed the deal
(2) Engage the customer
Our conversation continued after the sale. I enrolled the customer in the Rewards Program. So, he got the shoes he wanted and saved on a future order. He was a happy man.
(3) Keep it real
I have a friend whose house needed major plumbing. He took estimates from three home improvement contractors. He dismissed the first two even though they were cheaper. Why? Well, the third contractor listened and showed honest concern in meeting my friend’s needs.
Meeting my customer’s needs
I was real. I found out why my customer was so anxious about finding the “right shoe”. It turned out that the man was an actor in a movie that was filming nearby. The movie was 27 dresses. Sometimes the movie comes on cable. I still get a kick at seeing those same shoes on the tube.
(4) Value your customer
One of my favorite places to check out air conditioners is a local outfit called Silver City Inc. A year ago I needed to replace two air conditioners for my house. Silver City had put in the original air conditioners, and I was happy with their service. All the same, I was curious about their competition. I went to P.C. Richards and Sons. The store was only a few blocks away from Silver City. I inquired about the price of a General Electric air conditioner I liked. The salesman was abrupt, unhelpful, and unfriendly. I turned around and bought two GE air conditioners at Silver City. I felt valued. I remain a loyal customer.
Over the years I’ve seen my customer base grow.