The Lifeline of Your Business

Customer Retention Program

It’s important for every business to actively strive each day to maintain their current customer base. Successful retention can be found in the details of interaction and communication. Do you answer your phone in a timely manner? If not do you return their calls in a reasonable amount of time. If your customer sends you an email do you follow up and respond to the email that same day or at least within 24 hours. Each of these are just the basic ingredients to keeping your customers happy.

Customers truly are the lifeline of your business and the reason why you are in business in the first place. Can you remember back to the time when you were stressed because you didn’t have enough or any customers? Now overwhelmed with to many customers it is often the tendency of businesses to neglect the consumer. Your competitor is always waiting at the door step to convince them of a better treatment. If you are a service business and are running 35 minutes late. Be sure to call them and let them know. It is my experience that customers never mind a courtesy call. They just don’t like to be left out of the loop. Why would anyone want to spend their hard earned money on a unsatisfied end user experience.

Professional businesses are notorious for making customers or patients wait for an appointment. Some even are able to charge a $120 late fee charge. Sure would be nice to be able to charge my customers a payment when they don’t show up or even call. I certainly know that these type of businesses never offer each patient a waver when they are 1 hour late! Have respect for your customer and be courteous to their busy schedule. Certain industries are fortunate to be able to charge if there is a no-show. Others have to drive all the way across the city only to learn that they have been stood up. Lost appointments are time killers for all business owners. Common courtesy can go a long ways and continue to grow the relationship with your end consumer. To something extra for them also can ease tension with a long standing customer.