One of the strategies to remain competitive in a service business is to build your business around customer satisfaction. Regardless of how big your brand is, it won’t survive in the long run if you don’t have loyal clients that are advocates of your business. In this article, you will learn how to keep your clients for life.
Contrary to popular belief, it’s cheaper to retain an existing client than to get a new one. And this is true if your business operates in the service industry. It doesn’t matter whether you offer graphic designing, accounting, or a marketing service; customer retention is important for your business survival.
Think of it this way – you have been doing business with your existing customers, they understand your business philosophy, your values, and they are already happy with your results. So, it’s generally easy to convince them for repeat business.
However, new clients know nothing about your business. So, it will take a lot of time, effort, and resources to onboard them.
Here are ways to keep your clients for life;
Tips on How to Keep Your Clients for Life
#1. Listen Carefully to Your Clients
One of the tips to keep your clients for life is to listen carefully to them. Listening to your clients may seem simple. But it’s an area where most service businesses are lagging, including big brands.
You can start by asking your clients questions about their needs and listen attentively to them. Most times, your clients may not know what they need. But if you carefully listen to them, you can pinpoint what they want and deliver exceptional services to them.
Generally, your clients will be more comfortable doing business with you if you always listen to them. It gives them the impression that you take their patronage seriously. And these clients could easily become advocates for your brand.
#2. Never Force Your Business Solution
Many a time, service businesses are only interested in what they can offer. They don’t listen to their clients to know what they actually want.
A client can come to you for a one-off project, but if you listen to their pain points, you can easily upsell that client for a long-term contract. Remember, the deal is always in the details.
Again, try not to upsell your clients unnecessarily; otherwise, you may lose them. Before you upsell any client:
- Research about them.
- Learn more about their business.
- Take note of the things that will help their business grow.
- Discuss the possible solutions with the client.
With this approach, the client will realize that you are genuinely interested in providing value. And they won’t hesitate to embrace your ideas and start doing business with you.
It’s better to always be honest with your clients. Once a client contacts you about a service that’s outside your scope, don’t hesitate to turn them down.
Trust me, clients in the service industry values honesty. And for being honest about your expertise, they may reach out to you in the future once their needs align with your business offerings.
#3. Be Human With Your Clients
One of the best ways to keep your clients for life is to be human with them. Most businesses in the service industry are fond of treating their clients as invoices.
In case you forget, your clients are the lifeblood of your business. And unless you start treating them as humans, they tend to take their business elsewhere.
So, try to be more human during your business interactions with your clients. Create relationships, check on them, know what’s going on in their lives.
Discussing issues outside business with your clients helps to create better relationships. However, it’s never a good idea to discuss politics and religious topics with your client. It never ends well.
#4. Constantly Request Feedback from Your Clients
One of the easiest ways to keep your clients for life in the service business is to request feedback from your clients regularly.
Never assume that your clients are happy with your service. You may end up losing that client. Every once in a while, ask your client if they are pleased with your service. And whatever feedback they give you, take note of it and implement it immediately.
#5. Send Your Clients Gifts Once in a While
An excellent way to build a strong business relationship with your client is to send them gifts during holidays. It’s one of the ways to keep your clients for life.
Sending gifts to your clients is a way of appreciating them for their continuous patronage. It gives your clients a sense of importance when you send them a surprise package during holidays. They will feel valued, appreciated, and your brand will become their number one priority when they want to award a contract.
#6. Refer Your Clients to Other People
Being successful in business is more of networking and connecting the dots. If you have anybody in your platform who would make a great partner for your client, don’t hesitate to make the introduction.
Referring business from one of your clients to another may not benefit you financially. But it helps to build goodwill and foster good business relationships.
#7. Keep in Touch Even if You Are Done With the Business
Getting a new client is more expensive than retaining an existing one. So, even if you aren’t doing business with the client, keep in touch with them.
Reach out to know how they are doing and the situation of things with their business. It’s one of the ways to keep your clients for life.
These are the 7 ways to keep your clients for life. Take note of them, and you will build a large following of loyal clients who will be sending you referrals.