Three Simple Steps To Keep Your Best Clients Forever
Why do people seem to leave your business? Only 1% leave because they die
, 3% move away, outside your service area. Another 5% have a friend that went into the business (such as, their friend is a realtor now) so they do business with their friend. Your competitors convince 9% that they can do a better job than you, so they switch to your competition. And 14% leave because they got something cheaper somewhere else. A whopping 68% percent leave because of perceived indifference.
Which one of these statistics can we impact the most here? Well, 68% of people who leave think we don't care! How can we let that happen? It takes so little effort to let people know that we care. It takes so little to deposit those small "wows" into that emotional bank account. It doesn't take much money and it doesn't take much effort. This is the one that we can influence. There are three simple things you can do to make your clients feel like you really care, so you get more business from your best clients, keep them for life and keep your business profitable.
1. Be consistent.
At ActionCOACH Business Coaching, we preach systems all the time. One reason for this, is that systems deliver consistency. Make sure they have the same experience or a better one every time they come in. Have you ever gone into a barber shop or a high-end spa and they offered you a coffee, or a cup of tea and they offered you a magazine, and said, "here, sit in this overstuffed chair and wait for us and relax." They give you a robe, put warm blankets on your legs. How do you feel about that? Love it! Wow!
But when you go back the next time, somebody else is at the front desk and they say, "Have a seat, can I get you a cup of coffee?" You get a cup of coffee, but you're thinking, "Where's my magazine and my hot blankie and my robe?" What has happened? You've missed a consistent experience and they've made a withdrawal from your emotional bank account as a client. People notice this, so if you want to get more business from the lowest hanging fruit in your business""people who are buying from you now""in the future, be consistent.
2. Make it easy to buy from you.
Just last week, I bought a Groupon for a massage because it was cheap. I called to schedule a massage for tomorrow morning, and the woman on the phone said, "Uh, would you mind going to the website and booking that?" What do you think I did? Do you think I'm going over there for a massage? I guess my 20 dollars (since I tried to be cheap) was a donation, which I believe they're going to need, because they're not going to get a lot of repeat business. Make it easy to buy!
3. Provide wow factor.
I know some of you are thinking, "But I'm a CPA! How do I make a wow factor? I can't give a bouquet of flowers, what am I going to do?" There is something in every business that can create a wow factor. It might be a small thing. Just something that makes people think, "Wow, I didn't expect that!" People expect to be satisfied, but they talk about receiving something they didn"t expect.
Really pay attention to the concept of the wow factor with your "A level" clients. Don"t worry about investing in this extra effort too much with your C or D level clients. Brad Sugars, founder of ActionCOACH Business Coaching at a recent conference shared that he used to spend a lot of time with lower level coaches. Then he started investing that time instead with his top-producing coaches, like our ActionCOACH Business Coaching firm owner Earl Kemper, and he saw his profits improving. Invest more in the client relationships that are most profitable to you, and they will become even more profitable.
You would be surprised at how few businesses actually do these things. Following these three simple steps will give you the competitive advantage in your field and keep your business profitable. When you give your clients a superior experience, they will keep coming back to you for years to come. Wouldn't you?
by: Joni Inman
Si Quemas Ms Caloras, vas A Bajar De Peso? Check Out The Cx-7 At Your Mazda Dealer Cash For Car Professionals: Skip The Paperwork Custom Decals Are The Best Stickers To Market Any Product La Dieta Macrobitica: funciona Para Bajar De Peso? Spending The 4th Of July With A Special Senior buscas Comidas Para Bajar De Peso Que Sean Saludables? Skin Goes All Natural For The Main Event: Party Power For A Purpose Louis Vuitton Outlet Or Moment.
Kathryn Kerrigan Footwear Is Great How To Select The Best Carry On Luggage What You Might Not Know About Cerebral Palsy Choose Sapphire Rings Over Regular Jewelry