HOW TO RETAIN CUSTOMERS
HOW TO RETAIN CUSTOMERS:5 POINTS TO SUCCESS
It is hard to attract a customer, but it is even harder to retain a customer. In today’s competetive world, every company tries to attract customers by low cost hosting price and high quality tactics, but cannot give as promised.
Here are some suggestions for you to retain a customer.
1. GIVE WHAT YOU PROMISED:There are many web hosting company out there who promise high webspace, low costs and lot of exaggerations but cannot fulfill most of them. A customer may sign once but he wont think of choosing the same service again. Advertise only the features you can offer. Do not exaggerate the features you cannot provide. You many not be able to offer all the services, but the customer will be happy if you give
what you promise.
2. INFORM, DONT HARASS:Many companies send information to customer by e-mails, but there are some web hosting companies which send e-mails everyday informing about their sister concerns or partners. Some firms also take the advantage of trust and send spam. Mail sent once can be read by anyone, but sending such junk mails can infurate any customer. Send e-mail, but only if it is essential. Sending mails for commercial purposes not only hampers your reputation, but you may also lose your customer.
3. PERSONALISE: Make the customer realise he is special, by offering small discounts or incentives while renewing or give him additional webspace,etc. You may offer something that may require some expenses now, but will result in substantial profits later. Let the customer know you need him, rather than he needs you.
4. INTERACT: Make sure the customer is satisfied by asking his feedback, suggestions, comments etc on your services once in 2-3 months (but not frequently,you may annoy them). He may be facing certain difficuties which you did not know of or he may have certain helpful advice. You may or may not implement his advice, but your listening patiently may increase your value in the view of customer.
5. QUICK SERVICE: The most critical aspect, which may gain or loose your customer. If customer has a problem, troubleshoot it fast. If you let the problem pending or do not pay attention, you may easily lose a customer. Take every effort to solve the problem, if you can’t, take outside help, but do not give up on problem easily. This is the most common problem while dumping a service.
Finally, keep updating your services. Add new features to keep your customer interested and the customer will never think of any other services again!
Edward said,
October 13, 2006 @ 1:54 pm
You need to optimize your sales performance by customer-centric approach that will build trust, the mainstream customers need performance and more functional attributes, your sales team should be innovative and should have capability to even predict the future requirement of your client say atleast for a week,, that will prepare them in advance to deliver better service. Let your customers addicted for your product and services.