Whats the Secret to Repeat Business?

When you think about ways to gain repeat business from your customers, you probably turn your thoughts to marketing efforts such as advertising, public relations and other means that will allow you to repeatedly be seen. However, without one particular element included in your plan, your efforts to entice customers to buy over and over will fail. Even autoresponders - the "king" of repeat exposure - can't produce the type of loyalty needed to ensure your customers continually send their dollars your way.

This missing link is often not even considered as part of a marketing plan - but it should be! What is the secret to repeat business? Exceptional customer service. Are you surprised? You really shouldn't be. Put yourself in "consumer mode" for the next minute or two and let's explore the power of a solid customer service program.

Think of the last time you purchased from a business and had a poor experience. What brought you to the business to begin with? Maybe low price. Perhaps it was that the company had a product/service you needed immediately. Even selection can play a role in attracting us to a business. But once you bought, what happened next?

When the product didn't live up to your standards or when the service didn't work as expected, did you get the response you needed? Did the company show concern for your position? Did they correct the mistake or issue a refund? If not, you - like most others - probably left vowing never to buy from them again.

What you experienced was a marketing plan that had no follow-through. They were able to entice you and draw you in. They were successful in getting you to spend your money. However, when it came time for the plan to promote "backend sales", it failed. It had no follow-through and they lost the remainder of your business for life.

Here are several things to consider when creating a customer service program that will help to boost your marketing plan and your repeat business.

1. Weigh your options. Many small business owners panic at the sound of the word "refund". Don't! Think seriously about what you'll be losing. You could take a small loss of $29.95 now (or whatever the cost of the product is) in exchange for future sales; or you can retain your $29.95 and lose hundreds or thousands of dollars later in future business. If their complaints are handled to their satisfaction, the majority of consumers say they will buy from your company again.

2. Get personal. The number one complaint most consumers have is that businesses don't appear to care whether they buy from them or not. Get to know your customers. Send a thank you note or small gift when a purchase is made. Fire off a short "just checking in" email when the customer's purchases seem to slow down just to ensure all is OK. This extra effort will be noticed - and appreciated.

3. Follow through. If and when a problem with a customer does arise, be sure to follow through. Don't simply tell the customer that you'll ship a replacement product immediately. Call or email them a day or two later to be sure the new product arrived and is working as needed. This is a true way to WOW your customers and lock in future purchases.

4. Have a plan. Don't fall victim to "policy", but do have a flexible plan of action for when customers aren't 100% satisfied. Knowing what you plan to do will alleviate some of the shock and stress associated with handling unsatisfied customers. It will also allow you to present yourself in a helpful and friendly way when working to fix the problem.

A 1996 study performed by the U.S. White House Office of Consumer Affairs proved that, if you treat your customers with genuine caring and fairness, they will indeed reward you with their repeat business for years to come. That's something you just can't get from ads or autoresponders!

Diane C. Hughes * ProBizTips.com

FREE Report: Amazingly Simple (Yet Super Powerful) Ways To Skyrocket Your Sales And Build Your Business Into A Tower of Profits! ==>> http://madmarketer.com/diane

---

6 Ways To Get More From Your Promotions

1. Settle On The Right Way ForwardThe purpose of your... Read More

How Sellers Can Take Control

For centuries ? at least since the serpent convinced Eve... Read More

Losing the Big-One: Salvaging Lost Accounts

After careful consideration, we have chosen our vendor, and it's... Read More

The Benefits of Buying Used Store Fixtures

The difference between antique or vintage store fixtures and used... Read More

Can Barter Help Increase Cash Sales and Visability for Your Small Business?

Barter is becoming an increasingly popular method of commerce. The... Read More

7 Strategies for Writing Fundraising Letters

Writing fundraising letters can be an effective way to request... Read More

How Can a White Paper Support Sales and Marketing?

A white paper supports PR, marketing and sales because it... Read More

Getting Past the Gate Guard

Over the years, many prospects have hidden behind their well-trained... Read More

Before You Sell Do The Math

This is an important and potentially profitable piece of advice.... Read More

Creating More Effective Proposals

The need for good proposals - the business kind, not... Read More

Buying Wholesale Mannequins

Many mannequin manufacturers sell their mannequins in wholesale. This means... Read More

How To Get Face To Face Over The Phone

One disadvantage of selling by telephone is the lack of... Read More

Are You a Cultivator or a Harvester?

As a result of providing marketing consulting, training and coaching... Read More

Hurrican Selling Styles

As I prepare this issue of this Newsletter, at 37,000... Read More

What Not To Do With Your Leads

Anyone that works in sales knows just how important it... Read More

10 Tips To Overcome Your Fear Of Selling

Ahh. Selling. Sometimes, this is a word that is dreaded... Read More

Looong and Boooring Sales Letters

You have all seen them,the sales letters that never ends.... Read More

Program Your Biocomputer For Sales Success

Selling isn't something you do to people, it's something you... Read More

Plan For Your Next Trade Show Appearance To Be A Success

Most people who consider trade show planning think of it... Read More

Selling For Keeps

When you are in sales and you come across a... Read More

How To Get Rich Giving Away Something Free

The best of all worlds is to have a product... Read More

Create a Magic Connection with Clients, Leads, and Business Associates Part II

Part I of this article explored how strategies of Neuro-Linguistic... Read More

An Introduction to Store Fixtures

Everybody is familiar with the old retail chant, "Location, location,... Read More

The Top 10 Myths About the Sales Profession

Myth 1: Sales People are all Shady!In the Broadway play... Read More

7 Pitfalls of Using Email to Sell

* Are you sending e-mails to prospects instead of calling... Read More

Restaurant Pressure Washing

Many pressure washing companies try to stay away from the... Read More

Three Big Ol Tips for Better Sales Letters

Growing up in the South, I used the phrase "big... Read More

The Art Of Cold Calling

I know, don't groan. You have to do them if... Read More

Lance Has What It Takes

Lance has what it takes and then some.Did you know... Read More

Long Sales Letters vs. Short Sales Letters

Everywhere I turn, I'm being asked to weigh in on... Read More

The Anatomy of a Sales Letter

When Dr. Frankenstein exclaimed "it's alive... it's alive," he thought... Read More

Sell More Products and Services with Testimonials

Testimonials are all-important to sell anything. You may already have... Read More

Sorry, But Im Not Buying From You!

Former General Electric CEO and legendary manager, Jack Welch, nailed... Read More