Customer Retention

'The customer is always right...'

About The Podcast.

For most companies retaining customers is more efficient and cost effective than finding new customers.  Even with long-life or single products. engaging with customers will help spread your name and build your reputation. In this podcast we look at 10 important ways of "keeping the customer satisfied".
  1. Keeping product(s) current and fit-for-purpose.  
  2. Engaging everyone in the process.  
  3. Getting to know your customer.  
  4. Finding out the best way to stay in touch.  
  5. Making sure every interaction with your company is a good one.  
  6. Making it clear what your company stands for.  
  7. Keeping a “good boy” file.  
  8. Finding ways to thank your customers for being loyal.  
  9. Reacting to problems quickly.  
  10. Keeping things simple. ​
​Pat Flynn. "Will It Fly" talks about the vital importance of the customers, followers and supporters  that you have attracted and the need to treat them like gold dust.  I take this to mean that they are valuable, hard to find and coveted by all of your competitors.
Wellness.
  • Don't blame, take responsibility:  Never pass-the-buck.  Anyone in the organisation who interacts with a customer, especially when they have a complaint, needs to; take ownership of the situation and offer a solution (this may just be calling someone else).   Help, no matter how small, is better than "...this has nothing to do with me ask someone else..." 
  • Become aware:  In the book 'Help The Helper' by K Pritchard & J Eliot, there is a scenario discussed where someone drops a spoon in a restaurant.  The passage describes what would happen in terms of good and better and great service:  great service involved everyone not just the immediate 'server' and depended on everyone being aware of what was happening around them.  In the example of great service, a new spoon is provided before the diner had the chance to ask for one.  Don't walk around in a vacuum, you are not alone.
  • Value your work and prioritise your career:  The pride you take in your work will be communicated to the customer.  If you don't value your own product/service/company why should they?
  • Be sceptical, there are personal and professional tricksters:  People/customers will 'try-it-on'.   I try hard to stick to the notion that 'the customer's always right'.  Sometimes good customer service is a matter of goodwill.  Knowing that a customer is being unreasonable should not stop us from offering an acceptable solution.  Even the 1% that we know are dishonest need to be seen in the light of how much damage they can do to a reputation online.  Deal with the issue and then decide if you want to do business with them in the future.
  • Be happy:  The slogan 'service with a smile' may be old and corny but it works.

What's Next?

To find out your strengths and weaknesses it is important to undertake regular audits of existing processes and to what extent everyone (in your organisation) identifies and buys-in-to
your vision.  Note: Whilst this presentation refers to organisations with members of staff, the principles apply equally to sole traders. ​If you need help email me today.