Today’s economic market has never been more competitive. Customer service has got to be good. I say ‘good’ casually but going above and beyond is absolutely necessary if you are to reach the true goal of any business – to gain repeat customers. You can do this, you just have to earn it. Customer loyalty is earned. In order to keep your customers coming back you have to recognize the ways in which you need to be better than the other guys, and create a customer experience that will keep them coming back and telling their friends to as well.
Here are some tips on how to earn customer loyalty:
Have a strong product
Most people don’t mind paying a bit more if it means buying a great product that offers peace of mind. To ensure this, make sure you offer strong products that you can stand behind confidently. Put a solid emphasis on quality assurance standards in all that you do.
Go a little bit further than your competitors.
My father used to always say that when he was a young boy, he would go with his dad, my grandfather, to a very specific local gas station to fill up the family car. He would tell me that it was one of his favourite things to do as a kid. He said that he’d pull up and the attendant would walk up to the window and ask them with a smile on his face, “Regular or unleaded Mr. Tetreault?” The attendant knew him by name! As he waited, the attendant, “with pressed pants and a smile” went to work washing the windshields, chatted sports with him and his dad, and even checked the tires before putting the cap back on and wishing him well. It was “his place,” he would say. He always went back to that gas station, and often their prices weren’t even the cheapest. I am sure I can’t be the only one with a feeling of nostalgia for good ol’ fashioned customer service.
Stand out from your competition.
Highlight your differentiators. Ask yourself, What makes our business stand out over our competition? You may have a more competitive price point, but once the sale is made, how do you ensure they come back? How can you ensure they tell their friends about you- especially in high regard? If you are able to promote the components of your business that stand out from others, customers are more likely to feel a connection when choosing your products or your services. Find out what makes you different and embrace it.
Customer loyalty has to be earned and I hope some of these tips helped spark some enthusiasm for your business to start going above and beyond to gain trust and loyalty with your customers.