Why?
The hallmark of a successful business is having repeat customers. Sadly lots of businesses in Nigeria are more interested in making a sale and not making a customer. A sale is a “one off” transaction and you might never see the person again. However a customer will keep patronizing you anytime he or she needs the product or services you provide.
Research has shown it takes a whole lot more effort to get a new customer than to keep an existing one. Therefore not only do you realize more sales because of repeat purchase, it is actually cost effective when you put in an effort to retain your customers.
How?
One of the easiest ways of retaining your customer is through customer service. Have you ever tried to lodge a complaint or make enquiries and you were treated shabbily or out rightly ignored? How did it feel? If other options were available to you would you still patronize that particular company? I’m sure your answer to that is a resounding no.
However this is the sad state of affairs a lot of customers find themselves. Every customer wants to be treated with dignity and respect, I know I do and I’m sure you do to.
What to do
Providing excellent customer service is not difficult, just take the steps listed below and you are well on your way;
- Respond to enquiries promptly and accurately. If you cannot respond immediately at least acknowledge receiving the enquiry and promise to look into it as soon as possible.
- Respond to complaints by apologizing, investigating the complaint and if necessary make amends.
- Provide regular feedback to your customers about events, price promotions, new arrivals etc.
- Attend to your customers in a polite and courteous manner.
I can guaranty you that if you do all these, customers will beat a path to your door and you will be smiling all the way to the bank.
