Once you have started your business, you will encounter problems, teething problems. Things like the courier did not turn up, your product didn’t work or maybe you could not deliver fast enough, and thru all that your customers stayed with you and ordered new product.
At this point you must realise that you have made your first important step to business success, you have created loyal customers. These customers need to be cared for as they are the back bone of your company sales. On average it is five times more expensive to sell to a new customer than to an existing one. The reasons for this ore obvious, they already know your product or service and you do not need to sell your product to them anymore, lower marketing costs, less time spend on explaining the product or service.
Don’t misunderstand me here, your small business needs new customers all the time, but as mentioned it is far more costly to get them. If your business can’t keep customers than that is a bad sign, and you need to investigate this ASAP.
Turning new customers into loyal customers is the key objective in any business, small or large. And the only way to that is with outstanding customer service. ST.