You might think that the answer is to sell to more clients/customers, but that's only one piece of the puzzle, it is not necessarily the most important part of the equation. That's where client/customer connection and retention comes in.
Once you've created a killer product/service/education and you have identified your target market, it’s important to dedicate just as many resources to retaining existing customers as to selling to new customers. The statistics show us 75% of your business comes from your regular and existing clients/customers.
It’s important to help client/customers see value and achieve goals using your product or service. But there's more to it than just answering their phone calls and helping them onboard. It's about creating a process from the very beginning that fosters communication, trust, and mutual growth.
Your client/customers are in lock-down, now it is more important to stay connected, we need to find different ways to let them know we are here to support and service them. You can offer phone and email support to your customers, it is now time to increase your customer support to reassure them that you can still be reached to assist them no matter where they are. Social media is a great place to start, you can keep them posted on activities you are creating, you can offer special packages for when we get back to business. You can still support them with products and product knowledge they may require. Connecting virtually or online, you can offer the option to chat via Facebook Messenger, WhatsApp and other instant messaging platforms. You can also offer video conferencing options through Skype or FaceTime, so your customers can get that "face-to-face" feel without actually being there in-person. The most import thing is to let them know you care about how they are during this pandemic.
Don’t offer them a discount instead send them a Voucher to use when things return to normal “whatever that looks like” it’s not to discount your service/product it’s to let them know you are thinking about them and their health and wellbeing. Let them know you appreciate their support and that you care about them. The most import thing is to let them know you care about how they are during this pandemic.
Guest Author: Karen Galbraith https://body-and-sole.com.au/