Can You Create Customer Loyalty?
These days, promotional products can be purchased everywhere, and your customers know it. With all the competition for your business, how can you create customer loyalty and repeat business? One answer is to go the extra mile and make your service memorable, not ordinary.
I was reminded of this over the weekend when my husband Bob and I met friends for a delicious dinner at a local Italian Bistro. It was our first time there and we'll certainly be going back.
Here are three things the owner of restaurant did to make us feel special and encourage our loyalty.
1. Make the first encounter memorable. First impressions count. Studies show that customers who have a great first encounter are more likely to be repeat customers and to give referrals.
Example: As soon as we walked in the door the restaurant the owner gave us a warm welcome, greeting us by name and immediately seated us. He took the time to come to our table to know more about us, and took a genuine interest in us by the questions he asked. In short, he made us feel like family right away.
How can you make your first encounter memorable? One savvy distributor provides a welcome gift box with a free special report on How to Get Great Results Using Promotional Products and free spec samples that pertain to the customer's niche inside the box. Supplier The Platform Group Gallery does a great job creating welcome boxes that are both memorable and eco-friendly.
2. Show appreciation. Everyone likes to feel appreciated and there are numerous ways to do that.
Example: Our waiter told us we would be receiving a free appetizer of our choice, compliments of the owner. This small gesture made all of us feel special. (And the calamari and marinara sauce were prepared perfectly too!) What are you doing to make your customers feel special and appreciated?
Handwritten thank you notes, gifts for referrals, adding something special and unexpected to an order, are some of the small gestures that can make you stand out in a crowded marketplace.
3. Focus on them. Take a genuine interest in their goals, preferences and business challenges. Remember, it's not about you, it's about them. Be a problem solver, not an order taker.
Example: Our waiter knew that my friend had an allergy to certain foods. He made sure to tell her which entrees to stay away from. He asked me and my husband about our food preferences and he made great menu recommendations.
What do you know about your best customers and prospects preferences? How can you recommend the right product for their needs? Keeping track of what's important to them (by asking powerful questions) and providing those services will make you stand out and build loyalty.
These three strategies are just the tip of the iceberg when it comes to customer loyalty. I would like to hear from you. What are you doing to create customer loyalty? Please reply below.
Looking for more ideas to quickly and easily increase your promotional products business? Get a free Skyrocket Your Sales audio download with non-stop ideas to increase your promotional sales, plus supplier discounts and my new special report "10 Big Mistakes Promotional Professionals Make and How to Avoid Them and Double Your Sales," at www.promobizcoach.com. Contact Rosalie at Rosalie@promobizcoach.com or 877-570-6766.