You’ve probably heard the saying “It’s easier to keep an existing
customer than to get a new one.”
Well, it’s more than just a saying, it’s true.
That’s why you want to take very good care of your current
clients or customers and do whatever you can to give them
lots of reasons and opportunity to buy from you over and over again.
Who wants to constantly be out there pounding the pavement
looking for new clients and customers? That’s a lot of work. It’s much
easier to up-sell or cross-sell to people who already
know and love you.
Here are 10 tips you can use to put a successful Relationship
Marketing program into place so you can reap the benefits for
years to come.
1 Create a customer database or file
Whether you have many clients or customers or just a few,
make sure you keep records with important details about them.
These details may vary depending on your line of business,
but they may include their purchase history, special dates
such as their birthday or anniversary, family member names
or their favorite restaurant or leisure activity.
2 Never take your customers for granted
Your customers are the reason you are in business.
Never assume they will always be there. Continue to earn
their trust and show them you care and value their business.
3 Show your appreciation
Do little things to show how much you appreciate having
them as a client. Send them a thank you card or token of appreciation.
Do something nice for them. Sometimes its even as simple
as just saying “thank you.”
4 Stay in touch
Find ways to stay in touch with your clients. Send out a regular
newsletter. Clip and send them news articles about their
industry or issues they are concerned about. Make regular
telephone calls or send email. Send holiday cards. Use these
tools to remind them you’re still around and that you still care.
5 Take an interest in them and their business
Ask questions. Find out what their challenges are and see
if you can help them. Show them you understand their business
or their issues and you’re interested in more than just their
6 Serve them
Make it a priority to go out of your way to provide services that
truly deliver and make your customers’ lives or their businesses
better. Provide great customer service. Do whatever you can
to help them achieve their goals.
7 Give extra value
Exceed expectations. Give more than your clients are expecting
so they are dazzled and anxious to work with you more. Act as if
their business is your business and their problems are your
problems and help them any way you can.
8 Ask them what else you can do for them
Find out how else you can serve them. Other products or services
you might be able to provide to help them reach their goals
and be more successful. Take an interest in looking beyond
your last sale into how you can help them even more.
9 Be responsive
Always respond in a timely manner to your clients. Get back to
them quickly when they have a question or need help. Return
phone calls and emails promptly. Be on time, or better yet, be
early for meetings and appointments. Being responsive tells your
clients you think they are important and that you respect them
and their time.
10 Make things easy for them
Always be looking for ways you can make things easier for them.
If you meet with clients in person, go to them instead of always
making them come to you. Make it easy for them to use your
services or buy your products in ways that are convenient for them.
Give them options and choices.
If you put these steps into action, I promise you your customer
relationships will be strong. And, when you make your customer
relationships your top priority you’ll be rewarded with long-term,
(C) Copyright 2005 Debbie LaChusa