It is important for a small business to have a strong customer base. Loyal customers can often be the basis of a small business. Wouldn’t it be great if your loyal clients weren’t just clients, but actual fans of your business? Fans who take it upon themselves to promote how great your company is and who wouldn’t think of getting service from anyone else. Business owners sometimes forget that happy customers can be the best form of advertising. Sounds great, but difficult right? It doesn’t have to be. By taking the right steps you can be the company that has both clients and fans that are one in the same. Follow these steps to develop a fan base for your company!
Timeliness is one of the easiest ways to show customers that you have their best interests at heart. No matter what service your company provides, timeliness will put you on top. If a customer calls or e-mails with a question get back to them within a few hours. This shows that their issue is important to you and you want to get it resolved as quickly as possible. Additionally, if a customer calls with a complaint, respond in the same manner. You don’t want to give off the impression that you’re avoiding them.
If you say you will complete a service by a set deadline, meet that deadline. If issues arise and you’re running late on a deadline, be sure to let the customer know in advance so they can adjust accordingly. Make sure that your deliveries arrive on time, be on time for you meetings, and most importantly give each customer the time they deserve from you. By being timely, you are providing customers with a valuable display of professionalism.
Make Respect A Priority
Customers don’t pay for respect, but it is what keeps them coming back. Sometimes we forget how far “please” and “thank you” can get us, but respect really does make a difference. Make it a point to have a respectful staff that by no means disrespects customers. Respect your customers wants and needs, make them a priority. By showing a genuine sense of respect you will make your customers feel as though they are being treated fairly and they will likely keep coming back.
Fix Your Mistakes
Like anything else, you can expect that your business will make a mistake somewhere down the line. Whether it is a defective product or an unpleasant employee, a client will one day come to you with a complaint about a mistake your company has made. Instead of getting defensive or upset over this, fix it. You have a better chance of keeping the customer if you just fix your mistake. Do what they need you to do within reason. You may need to give them a new product, refund their money, or replace your service with something else. Regardless of the issue, you have to right your mistakes. Otherwise you develop a poor reputation which will be very bad for business.
Learn From Your Clients
Clients are one of the best sources of education for business owners. From clients you can get endless amounts of feedback for your company. Clients will complain when things are not working well and they will praise when things are great. They will tell you if they have a problem with your staff and service, and they will compliment you if your service is great. Regardless of the situation, it is important that you take the feedback and use it to make improvements. This is the best way to find out what is working and what you should keep. At the same time clients can teach you what you could do better and what you need to change within your company.
Use Feedback From Happy Customers
Feedback from happy customers is one of the best forms of free advertising. If you have happy customers you know you are doing a great job, but also you can use this feedback to attract new customers. If a customer sings your praises, ask if you can quote them. If they agree, you are building up a collection of positive reviews for you company. By displaying these reviews on your website or sharing them with potential customers, you are showing potential customers how pleased former customers are. This is likely to help you obtain new clientele and keep your business growing.
It is not hard to gain a client fan base, you just have to make sure your business is worthy of such a following. By following these steps you will be well on your way to becoming a small business that clients respect and keep coming back to.