6 tips to keeping customers happy

Happy customers/clients are your best referral network. 

They are your voice when you are not there.

Yet it never ceases to amaze me how business owners forget about their existing customers and focus so hard on attracting new ones.

Any client or customer that you have, no matter how big or small, no matter what size of client they are – are a valuable asset to your business.  Treat them with respect, courtesy, honesty and show them how important they are – and you will reap the rewards.

Your happy customers will become your referral source.

They will show people your products and happily spread the news about your business – without costing you a cent in advertising spend.  The same goes for service based businesses.  Happy customers will gladly refer your business name on when someone they know asks for advice.  Surely that is priceless and worth bottling.

I also want to remind business owners that you just never know where you next customer is going to come from – it could be the person sitting next to you on the train, it could be the cleaner that comes to your house, it could be the gardener, it could be the lady next in line at the supermarket – so always be on your “A Game”.

You are the best reflection of your business.

I want to give you an example of how the above referral system can work and how the “reflection of your business” can work against you in the blink of an eye.

Last week I put a call out on social media requesting help from any gardening or bobcat businesses as we had to clear out the front garden as we are doing a garden makeover.  I was referred to a certain business.  I wrote them a personal message saying what was required, stating I wasn’t sure if they could help, however they had been recommended so I thought I would ask.  I was impressed that they had been recommended.  I was an instant new customer in waiting!  But then the response I got was “we are horticulturalists not rubbish removalists” – no mention of my name, no hello, no thanks but we can’t help, no suggestions of anyone else they knew that could help.

What was my response?? Very unimpressed, and I will not be referring their name to anyone in the future that is looking to utilize a gardening business.

So from such a simple response – they have lost a potential customer from not only following their business but also being that priceless referral source.

Here are some simple tips to keeping your current customers happy:

  1. Remember you are the voice of your business – always be courteous, polite and respectful to anyone.
  2. Think of your clients/customers at pivotal points in the year – whether it is Xmas, Easter, your business anniversary.  Send out a card or a thank-you note – the simple things are often the most valued.
  3. Have a way to thank the people who do refer work your way.  It can be an email, a phone call, a post card.  That personal touch really goes a long way.
  4. Keep your clients and customers informed – tell them of your specials, send them links to articles that are relevant, send them a newsletter providing useful insights.
  5. Where possible – take an interest in your clients businesses.  Ask them how they are going, help celebrate their wins, think about if you can you help with any of their pain points.
  6. Build up relationships with other service providers in similar industries to yourself.  So for me for example – I am not a tax agent, however I have a database of tax agents in various locations that I can refer my clients to.  I take that hard work out of the equations for them in thinking about how to find a tax agent.

Here at Healthy Business Finances, we believe that to run a successful business you need to have a great team around you.  Your clients/customers are part of that team.

Customers are an asset that you should nurture and grow.

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