subject: What Have You Done For Me Lately? [print this page] What Have You Done For Me Lately? What Have You Done For Me Lately?
One of my former clients called to ask me what she could do to ensure that her clients return to purchase her products and services. My first question was: "What have you done for your clients lately?" There was a pause. I knew at that moment, she had not recently done anything of value for her clients.
It costs five to seven times as much to acquire a new client as it costs to entice a current client to buy from you again. Here are the suggestions I provided:
1. Communicate with them on a regular basis. Send an email with a report you think they'll find interesting. Better yet, create a Google search with the client's name and every time the client shows up online, Google will send you an email. When they've done something newsworthy or receive great publicity, congratulate them.
2. Ask how they are doing and what you can do to serve them? Ask the hard questions: "how can I make you look good and make your company more productive"? and "how can I help you achieve your long-term results"? If you can't help them, are you referring them to someone who can?
3. Remind them of how important they are to you. Send a handwritten note thanking them for their service. Take the extra step and show them how much you value them. Answer the phone when they call, take the time they need, and be genuinely friendly and warm. Be helpful, even when there is no immediate profit.
4. Develop new products or services to keep them coming back. Offer some specials for current clients only and when you roll out a new product, let your clients know they will get an exclusive introductory offer.
5. Reward your clients for being repeat clients. Perform a small service for free, or give a discount when they refer others to you. Simply put, you must have a Client Loyalty Program in place.
Think about it, if your clients are not hearing from you; then they are listening to your competition. One of the best things that you can do is to tell your clients what you've done for them lately and then, do it often.
Also don't forget to do these 5 things continuously to leverage your presence in the marketplace. Most entrepreneurs, executives and non-profit leaders do not realize that they can also leverage themselves by forming collaborations and strategic alliances. Most do not realize that they can add multiple streams of income to their existing venture by asking for advisory services from a Positioning and Business Growth Expert.
