Category: Starting a Successful Small Business >> Sales Management and Marketing Your Small Business

Getting Them, Keeping Them


Any business, big or small, needs customers. It is important to get and keep customers because they help a business grow and prosper. By optimization of customer service management, a business can keep customers loyal for life. Customer service is more than just helping customers out of a tough spot. It is about treating customers the way they want to be treated. It is also about giving clients what they want, when they want it and how they want it. It comes down to the fact that good communication and human relations skills equal good customer relations. Some ways to get and keep customers for life include:


  • Deliver and follow through. If a business cannot deliver the basics, all other efforts are useless. This simply means is that if you make a promise or claim to a customer, follow through with it or do not make it. Often businesses focus on the customer instead of on the products or services they provide and lose customers due to not keeping their product promises. To keep customers loyal, you need to nurture them and make sure you deliver what you promise.
  • Expect the best. It is important that you treat a customer with the respect they deserve from the start, instead of waiting for customers to prove their worth. Treating your customers respectfully from the beginning engenders long-term customer loyalty.
  • Go beyond the usual. Consistently exceeding the customer’s expectations and providing services that are always above par keeps your customers loyal. Establish criteria for what your customers can expect from your business and try to make it better every time. Customers are attracted to businesses that have great product or services and treat their customers like royalty.
  • Always watch your customers, not your bottom line. Businesses need to pay less attention to profits and more to the client’s wants and needs. Profits are important, but clients are more so, because without customers there would be no profits. Always ask for customer feedback and make them feel like an important part of your business.
  • Nurture your employees. A happy, helpful employee can generate customer loyalty because the environment is supportive and responsive to customers. By providing customers with a friendly helpful employee, customers feel confident that they will be well taken care of, which boosts customer loyalty.
  • Make customers want to stick around. Providing good discounts and rebates for customers’ repeat business creates customer loyalty because the customer knows the more they will come back, the better discounts they will be able to avail.
  • Guarantee your products or services. By personally standing behind everything you do, customers will be more attracted to your business. Customers want to shop at a place that is reliable, dependable and trustworthy. They want to do business with people who represent a company, not the business itself. Guaranteeing a product or service assures the customer that what you are providing them with is your word, this is very important to keep customers loyal.
  • Reward your customers. Rewarding customers makes them feel special, which increases sales and boosts customer loyalty. It shows a customer how much you care for them and creates a more personal relationship between you and the customer. By sending your customer a small gift as a token of appreciation for doing business with you, you encourage a customer to come back and make a customer feel special and wanted.
  • Send thank you cards and keep in touch. This may sound very simple, but by sending a thank you card and keeping in touch with your customers regularly by email, postal mail or newsletters you show your customers that you care and appreciate their doing business with you. This boosts customer loyalty and helps develop a lifelong relationship between you and your customer.

Some other quick tips that can help you keep customers for life include:

  • Return phone calls promptly
  • Be accessible to your clients
  • Be credible and become an expert in your field
  • Show empathy
  • Do everything for the convenience of your customer
  • ave a customer advisory panel for feedback
  • Have a great attitude
  • Never show indifference to your customers



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