Have you ever bought from a business knowing full well that you could go somewhere else and get a better price? Some people have, but why?
Maybe it’s that they’re closer to your business, or the quality of the product, but the main reason people keep coming back is because of the relationship you have with the staff, manager, or owner. Sometimes companies buy from other companies because there’s a history between them. Maybe it’s a personal friend you want to support. But most likely, it’s because they have great customer service. Client relationships are valuable for your business and your customers. In fact, avoiding taking an interest in your clients or taking too much interest can hurt your business as much as a poor product.
Learn your customers
Getting to know your customers helps you get to know more about their business, why they buy your product, and their buying habits. This helps you anticipate their needs and fulfill them. But on a deeper level, learn the person. Learn their interests, if they have a family, and how they got into the business in the first place. This helps you leave a lasting impact on them. I’ll give you a story of how asking about people and their lives leaves people feeling valued and wanting to come back.
I used to always go into the bank to do all my business, walk up and talk to a teller instead of stop at a machine and tap a screen. The one particular teller began to recognize me every time I came in. She recognized my mom and sister and took an interest in their lives as well as my own. This lady would ask about trips we were taking, offered places my (fresh out of high school) sister could stay as she traveled abroad. This teller became the person we all looked forward to talking with when we went in to do business. Before leaving she would always ask us to say hi to the rest of the family and knew us by name.
She started with small personal conversations, asking about our family, what we do for a job and how we like doing it etc. I’m not necessarily saying offer your home to anyone who walks into your shop or even at all, but you may share similar interests that you never knew about. You my gain a golfing buddy or a fellow sports fan of your favorite team. Building trust with customers is so important, you can easily ask questions about their life, go beyond the small talk, and bringing up the weather. That’s how you become familiar with clients but never create a relationship.
These two seem to go hand in hand. If you invest time into the clients that walk through the door they will keep coming back. In a marketplace where your customer competition is high it’s vital to rise above the rest and show amazing customer service. Don’t promise too high and deliver low.
Recognize the people who buy from you, and remember things about them. If a person buys three cans of paint and is telling you about a project they are working on. Remember it and ask them how it turned out the next time you see them. As easy as it is to walk to the ATM machine, I preferred to go to a teller because of the positive experience I had. If you give this to your customers they will chose to buy from your flower shop instead of buying at a Walmart, or stop at your coffee shop instead of Starbucks.
Angry customers tell their friends
People don’t generally say anything if they are satisfied. That’s because they aren’t blown away if their expectations are met. But if they are mistreated, the word will likely spread fast. If someone has a bad experience they will tell friends and family. They don’t want others wasting time and money if they are getting mistreated or their needs won’t be met.
Client relationships are extremely important when running a business. Building trust and community with your customers will keep people coming back and make it easier to get new work.