DOUBLE YOUR BUSINESS
Loyal clients come back to us year after year. The value of any one client goes up with their satisfaction. Happy clients return more often and purchase more.
Our reputation depends on loyal customers. One happy client will tell another person. One unhappy client will tell a thousand. Happy customers are the cornerstone of your business.
The secret to lifelong, loyal clients:
- Over Deliver
- Premium Quality
- Service, service, service
- Keep in touch
“Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create Raving Fans.” Ken Blanchard
Founder, The Health Coach Group
Your first opportunity to please your customer is to listen.
Listen…don’t think about what you can sell them …listen to what they are saying so you can fill a need. Ask the right questions to promote conversation that clarifies their needs. Listen to what they are saying.
Problem solve with them. If you listen, you are now in a position to make the decision based on your understanding of what your customer needs.
- Ask questions
- Take notes
- Clear your head of everything but them and their needs.
Always give your customer more than what they paid for. If you always exceed their expectations, you will have a satisfied customer.
It is important that you differentiate between your expectations and your client’s expectations.
Finally, know your product. Be the expert in what you are doing so you can answer any question they have…or know where to go to find the answer.
- Added value – sell a car? Fill it with gas
- Sell a coaching program? Add in an older valuable program
Never, ever sell anything that is inferior. Your product must always be the best of the best. If you sell an inferior product, you will always leave yourself open to complaints. Even if you warranty the product, you have created a problem for the client to fix. You should be making their life easier. Don’t ever cut quality to cut price.
- Stick with vendors and products you know and trust
- Make sure your program or offering has been tested and retested and clean up any problems
- If you discover a problem, take it off the shelf until it’s fixed
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” Donald Porter, V.P. British Airways
service, service, service
Our product may be impeccable, our offering may be in the forefront of technology, but if you don’t treat your customers well, none of that matters. The service you provide will determine customer satisfaction. Everything you do should be aimed at satisfying your client.
- Return phone calls quickly
- Listen • Deliver on time
- Deliver gracefully
- Ask about satisfaction
- Welcome complaints and deal with them quickly
“Your most unhappy customers are your greatest source of learning.” Bill Gates
You should decide on your guarantee. It is important that you stand behind your product. A client will choose a vendor with a good warranty over another with the same product. A warranty can be an incentive to buy. Your reputation is based on your ability to stand behind your product.
- Make your guarantee available and very clear
- Stand behind your guarantee, regardless of cost
- Give your customer the benefit of the doubt
- Tell your customer thank you for the opportunity to remedy the problem.
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” John Russell, President, Harley Davidson
keep in touch
Communication after the sale is just as important as before and during the sale. Your customer may remember what they bought from you, but it is likely that, after time, they forget who they bought it from. Remind them.
- Send a thank you
- Follow up to clarify any concerns and bask in your success
- Send them new information and tips on a regular basis
- Great ways to keep in touch are newsletters, postcards, email, blogs
- Social Media, if you don’t yet have a presence in social media, it is time
ask for a referral
It’s THAT easy. Happy customers like to help. They consider telling their friends, relatives, peers, coworkers as a way to help them. If you’ve done everything above to make sure they got more than they expected from you (in a good way), then they like to help you build your business too.
- Just ask
- Send them a note to tell them how their referral is doing
- Send them a thank you for the referral
- Do everything above, if you don’t, they won’t want to give you the referral
Do you have a membership in your business? Throw a “Referral Party” offer a prize or reward for every existing member who brings in a new member. That is what we’ll be doing for all our Inner Circle Members this week!
For every existing member who brings in a new member, we’ll have a special gift for the existing member as well as the new member! Celebrate with us!
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