I have always wondered, why there’s always a long queue of people flocking to buy food from a takeaway joint. Let us take the houses which sells short eats all over Male’;
You are given your short eats through a small window or a doorway facing toward the extremely overcrowded, tiny road which is as inconvenient as it is to walk, as it is to just patiently wait outside, just to buy some short eats for evening tea.
So what exactly makes you go back? Yes most short eats are pretty tasty, but you really don’t mind the continuous honking of impatient drivers and the crowded space in front of the house? Oh! And let’s not forget the obvious fact of getting a parking spot!
Some of these houses have been around for more years than I can even remember, maybe more years than someone of us were even born. They have gotten to the point where they have built a loyal customer base, and in most days, for these consumers, buying short eats from them, has become a routine. The size of their customer base are always increasing, which is an indication that they are succeeding at both retaining and attracting new customers.
While this is a small example, what is the contributing factor that allows your business to attract more customers and retain the existing ones?
Consumers today are more empowered than ever with access to abundance of choices available at their fingertips. They are educated, demanding and savvy enough to publicly share their opinion with the world. Today, it is no longer as simple as offering a good product at low cost, but it goes much further than that. You need to find a way to interact with your target customer in the way they want, when they want and how they want it.
Businesses today invest a a large sum solely on marketing, but failure to understand what ultimately appeals to your customer is of utmost importance. In this age of rising mobility, traditional marketing and interaction tactics need to be discarded, and adapt to this new era with its extreme innovations and technology.
1. Getting off to a good start with your customers
First impression will always leave an impact on the customers mind. Try to perceive as if you are in their shoes, and not trying to sell a product, what information would you need, or how would you have liked to be reached?
Be clear on what you are offering and any other information that may be relevant. The typical customer who would show an interest in your product whether online or offline, would want to know your product features and specifications, and more importantly, the price and how to buy it.
2. Provide a great service experience
Always treat your customers with the same respect that you would want. If possible, provide over-service without becoming an annoyance. But be helpful and show them you are happy to have been given a small portion of their time even if they don’t purchase your product.
A well-treated customer usually comes back, and may share their good experience with other potential customers.
3. Hire the person with personality, not just skills
When dealing with customers, at any level, be sure that you hire someone with people skills. It is of utmost importance that your representatives are capable enough to conjure up a smile even to a scowling face.
Today, traditional speak of corporate jargon is a trend of the past, and more customers enjoy the conversational approach when it comes to being addressed. This might be especially true for the younger generation.
4. Never make promises you can’t keep
Whether it is a corporate customer or end consumer, never make promise for something that you cannot deliver. It is a proven way to lose your credibility, thus, never over promise on a deadline or a product or service. Make Promises on what you can deliver and not what you think.
5. Listen to your customers, ALWAYS!
Your business is there to generate revenue by giving a service or selling product to someone else. You simply cannot make assumptions as to what, when or how they want it. Customers will always give you feedback in the form of criticism or appraisal. It is your job to understand them and cater your product or service according to these feedback.
In conclusion, it is always a good way to put yourself in the customers shoes when you plan on marketing or even building your business model. Retaining and attracting new customers is the key component of sustaining a successful business. After all, success is guaranteed if there is continuous expansion of the target audience and business revenue.