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A considerable amount of time, effort and money goes into marketing and so it is vital that we make the most of every opportunity and encourage customers to return time and time again.

Here are our top five tips to retain customers and encourage repeat business.

1. Provide Exceptional Service

Make sure your customers feel special. Do what you say you’ll do. Make sure you meet your deadlines, keep customers informed throughout the process and pay attention to the details.

If something goes wrong acknowledge it swiftly and put it right. People recognise that you’re only human and that these things happen. You will be remembered and judged on how you responded and how quickly the situation was rectified.

2. Follow Up

Always follow up. Once a service has been completed or a product has been received, follow up with the customer to check that they’re happy with everything and that everything went to plan. Accept criticism / suggestions gracefully.

3. Keep Records

Keep customer details on file for future use. As well as the basics – name, company, position, order details, contact info etc. – gather additional information such as social media contacts and relevant personal information that is offered. This will allow you to tailor future correspondence and offerings.

(Always ensure that you adhere to data protection guidelines and outline your processes carefully in your Privacy Policy.)

4. Stay in Touch

Stay in touch with your clients. Phone from time to time to see if there’s anything you can help with. Let them know when you have new products or services that they may be interested in. Consider setting up a blog and send out regular e-newsletters to keep them informed.

If applicable, connect via social media sites.

5. Rewards and Incentives

We often hear about incentives for new business, but how often do companies apply this to their loyal customers?

Encourage repeat business by offering discounts or set up special offers that are relevant to existing customers only.

Consider providing existing customers with access to new products and services prior to them becoming available to everyone else.

Remember!

Focusing solely on new sales and forgetting existing customers is a mistake.

Retaining repeat customers is much cheaper than finding new ones.

If you treat clients well, provide good service and nurture your relationship, they will not only provide you with a steady stream of income but will become real advocates for your business, helping to spread the word.

Lancaster Printing is a leading supplier of promotional products in the UK.

T: +44 (0)1524 230 300E: sales@lancasterprinting.co.uk

www.lancasterprinting.co.uk