The simple answer is to make sure you don’t treat them as JUST Customers, meaning that repeat Customers are much more than a sale – repeat Customers are in a relationship. How long that relationship lasts is based on lots of factors.
Customer Service is the number one factor in building Customer relationships. Customers don’t frequent a business solely based on price, it what they perceive as the value added that a business provides.
- Do they feel welcome?
- Are they called by name?
- Are they thanked (many times) for their business?
- Are they sold “what they need” and not more?
- Are all their expectations met AND exceeded?
- Is their follow-up when appropriate?
- Are your products and services “top notch” and “as advertised”?
- Are your staff members knowledgeable?
- Are you Customer contact employees empowered to make decisions within their job functions, or must they “talk to the manager”?
- Is the store or office clean and well maintained?