Sempungu Godfrey

Ways of staying close to your

customers

Presentation by Sempung Godfrey

Sempungu Godfrey

Show them that you think of themSend or fax helpful information such as newspaper clippings, relevant articles & seasonal greetings such as Christmas, birthday etc You could even send them an anniversary card of the day they became your customers.

For whatever business you are in, find the most efficient, creative and acceptable way of letting your customers know that you are thinking of them.

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Tell them what is newThis is a good way to stay in touch and increase sales or get referrals for new customers.

Customers need to know of the new developments that your business makes. You should have an acceptable medium of communication that makes it feasibly convenient to reach to your customers at their convenience.

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Offer valued customer discounts

These can take the form of coupons, letters, or other tools of sales promotion. This not only garners more orders; it also makes your customers happy to be getting such good deals

Each customer audience may be reached by different tools of sales promotion. It is therefore wise that you employ those tools that are most likely to get you the desired result.

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Compensate customers It is wise to compensate customers for lost time or money if they were caused by problems with your product or service. Use a well thought out recovery programme & stick to it. Better to err on the side of generosity than lose an account out of stinginess.

Most customer like to know that businesses realise their mistakes when they raise them. Complaints resolved in customers favour always win customers.

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Be personalKeep notes in your customer files on every little detail you know – everything from spouse & children’s names to hobbies, & especially their behavioural style.

Customers always feel happy that you notice the small detail about them. This usually excites them and wins their favour.

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Always be honestNothing undermines your credibility more severely than dishonesty. Lies have a way of coming back to haunt you.

You can not build a successful business image on dishonesty. It is always important that you honour the promises that you make to your customers and even tell the truth to them even in circumstances where the truth hurts.

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Accept returns unconditionally The few pounds you might lose in the short run are less than what you gain in delighting your customer. Sometimes customers will return products because they are defective.

You should accept these back because they give you the opportunity to show your customers that you are interested in solving their problems and you are not only after their money

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Honour your customers privacy

If you have been truly a consultative salesperson, you may posses some knowledge that should be kept confidential. Your ethical standards should demand that you keep it that way.

Some customers like to keep their private detail out of public life. This may include their life style, marital issues, work & domestic life among others.

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Keep your promisesNever ever promise something that you cannot deliver. This principle applies to little things such as returning phone calls as well as big things like delivery dates. If you must, ‘baby sit’ deliveries and promised service(s) to see that they are realised. Your reputation and image is built by the promises that you make and keep.

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Give feedback on referrals This is the right way to show your appreciation for the referral. Tell your customer the outcome. This is also a good way to get more referrals without asking for them directly.

Most businesses will get customers who will stem from the good word of mouth that they have heard about them. Such referrals can win business more customers.

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Make customers famous…for 15 minutes

If your enterprises has a newsletter, ask customers for permission to write about their successes. Then send a copy to your customer. The same can be done for local newspapers & other publications.

Some companies have publications such as magazines & bulletins. Here they publish information about their work and achievements to be proud of. They may give their customers a platform in these publications.

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Keep lines of communication As in any relationship, assure your customers that you are open to all calls about everything and anything – ideas, grievances, advice, praise, questions, etc. This one way to maintain that all important rapport.

Above it is always important to remember that people do business with people that they like.

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