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

---

Store Owners - Five Ideas to Increase Sales

1. Animate your window display.How often do you change your... Read More

The Biggest Mistake In Selling!

Some trainers and sales managers teach that there are prospects... Read More

Asking The Right Questions

On an introductory call, how do you gather all of... Read More

Selling with Purpose

Selling With Purpose What is it about selling that makes... Read More

Use Bundling To Increase Your Profits And Sales

Use Bundling To Increase Your Profits And Sales An effective... Read More

Cold Calling Reluctance

Most salespeople I know consider cold calling a dreadful, but... Read More

Why Are We All So Afraid?

What can strike terror into the heart of even the... Read More

Give Up the Need to Sell

Most business people will tell you that selling is not... Read More

How To Make An Extra $100,000.00 Each Year

HOW TO MAKE AN EXTRA $100,000.00 EACH YEAR BY ADDING... Read More

Top 10 Ways to Sell your Product or Service While you Sleep - Part 2

Part one of this article is available at ... Read More

To Sell Successfully, You Have to Be Willing to Be Different

We are complex. We confidently assert that we are independent... Read More

Color Psychology Will Make Or Break Your Sales Success

Color psychology is the biggest question I receive on a... Read More

Cold Calling Pressure Reduction

Who likes cold calling? Most salespeople don't like cold calling,... Read More

The Damaging Admission - A Persuasive Technique

We would all like to think that our product or... Read More

Five Keys to Make Your Cold Calls Sizzle

Do you clam up on the telephone? An advertising rep... Read More

The Prejudging Predicament

There's a direct correlation between sales experience and prejudging. The... Read More

Ask for the Business

Many times in the process of making a sales presentation... Read More

Sell More Products and Services with Testimonials

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

Recommending Products Vs. Selling Them

Some of the best sales people I have ever met,... Read More

Customer Loyalty in the Technology Industry

For technology companies, service after the sale has emerged on... Read More

Selling For Keeps

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

A Little Something Special Goes a Long Way

Keeping the 80/20 rule in mind; that is that 80%... Read More

Writing Effective Sales Messages

A sales letter is a document designed to generate sales.... Read More

Quotations Tell... Proposals Sell!

The traditional "Quotation" was originally devised during the Industrial Revolution... Read More

Clear Up Blurry Communication

One of the top brewing companies in America is a... Read More

SPIN, Relevant To Both Salesmanship & Advertising!

Neil Rackham turned the world of high-ticket salesmanship on its... Read More

The Truth Behind Linear Selling: Why It Can Make Prospects Run The Other Way

Sean works for a major telecom company.During one of our... Read More

Throw Out Your Selling Language - Unlock Your Natural Voice

I was sitting at my desk last week when my... Read More

Nine Keys to Make your Sales Copy Convincing

Would you pay $12,500 to discover the keys to great... Read More

How to Write Testimonials that Sell CDs Like Magic

"Which is your best CD?"Ever get that question? My band... Read More

Planning to Realize Your Goals

Recently, I wrote about about creating specific, compelling goals that... Read More

Before You Sell Do The Math

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

How Leaky is Your Sales Pipeline?

Does your Sales Pipeline leak? If you answered no, you... Read More