This is a series of posts about ways to keep your customers happy, both from personal experience and our client’s experiences.

Part 1: How to keep your customers happy.

Apparently it costs 5 times as much to get a new customer than it does to keep an existing one. Depending on what you’re reading at the time, it could be more like 8 or even 10 times more. Let’s say 10 – it sounds more dramatic.

So if it costs 10 times more to get a new customer, doesn’t it make sense to ensure that your existing customers are really, really happy?

When you consider that research says around 60% of people say they would pay more for a better customer experience and around 90% said they started doing business with a competitor after a bad customer experience, it makes sense to make sure your customer service is impeccable.

So what does that mean?

People respond to people. Especially in small business, giving your customers the personal touch makes all the difference. I’m not talking taking them for a candlelit dinner for their birthday. Sending a card or text will do. People like to know you’re thinking of them. It makes them feel special and important, which makes them feel more attached to you and your business, and therefore more loyal.

So here is my task for you today:

If you don’t already have one, set up a database NOW with reminders for birthdays or anniversaries you shared with the customer. 

There is a great service we sometimes use, called Sendoutcards. No, they didn’t ask me to plug them, but I do use the service sometimes, and you can easily set up beautiful cards to be sent to your clients to say thank you, or wish them a happy birthday. It takes 15 minutes to set up and is quite easy to use.

I’ll be checking to make sure you’ve done it. I’d make a good business coach – strategy, tools, bossiness, and accountability.

Jon Dale

Small Fish Business Coaching Byron Bay

www.smallfish.com.au