Customers have to trust you and build the confidence in your company, only then they can carry business with you. They need to be sure that you can provide the right services to them. Customers form the bread and butter of a business. Be polite and friendly to your customers, this helps in building customer loyalty. Never dissatisfy your customers as it will hurt them and they may never want to come back to you.
Q. Don’t your customers trust you?
Q. Are you planning to build customer loyalty?
If you are looking on how to build customer loyalty, here are some tips from Kuza Biashara, on how to build customer loyalty:
Accept and correct your faults
Never fail to accept a mistake. Always inform your customers if there was a mistake from your side and apologize for that. Attend to your faults at the earliest and try to satisfy them. In case a broken product is delivered, re-place it free of cost, but do it as early as you can. Free of cost also does not matter, but doing it as early as you can matters the most. Be very soft and polite when you explain a problem to your customers. If necessary call in the top authority to talk to them and inform them that the problem will be taken care off and not to worry. Do not argue with your customers, if you do, it can ruin things.
Give them rewards and incentives
Customers will not tell you what they want, it’s your duty to reward them. Everybody will like to receive gifts and rewards from their companies. It is a good habit to gift your customers during main occasions like New Year, Anniversary celebrations, Christmas, etc. But apart from the occasions, it’s also good to wish your customers on their birthdays and anniversaries. Try to give gifts that can be used by the family members of your customers. This way the family members will never forget you. Choose your gifts properly. Never gift something which is outdated and cannot be used by your customers.
Deal with them in person
Attend to their needs and issues personally. Do not use automated phone calls to register their complaints. This will annoy your customers if there is an urgent requirement. Whenever they call or come to your office, make it a point to attend to them and make them feel comfortable. Involve the management while you talk to your customers. Let it not be a one man show. Every person in the company should address the customers with their names and should keep smiling. Never put a sad face and a sad tone when you talk to your customers.
Customer loyalty management is every company’s requirement. Never think that by giving a small discount or gift once is not the end. Keeping your customers satisfied is a continuous process. One can be loyal to their customers by accepting their faults. You should always accept your faults, apologize to your customers and correct the problem. Give your customers gifts regularly. Select appropriate gifts which can be used by your customers. Try to never disappoint your customers.