You know that you need to treat them well in order for them to return, but aside from that how do you get them to come back? In today’s economy, everyone is really watching their pennies. Let’s talk about ways to get your customer to return to the store without costing you anything but a little bit of time and creativity.
Evaluate your business and what you do to serve the needs of your customer.
Ask yourself the following questions:
- Does my typical customer have a common problem that could easily be solved with my know-how?
- Can I create some type of instructional material that would explain this to them?
- Am I comfortable writing a brief instruction manual?
- Could I talk about it, record the instructions about how to solve their problem?
- Does it have to be seen? Can I create a short video that would help them solve their problem?
Here’s where your list is going to come in handy. Hopefully you’ve been building your customer database with not only their names and contact information, but their interests and problems that they may have that need solving.Select the group of people who have expressed an interest in solving a problem. For example, let’s say you’re a woodworking shop and you’ve sold a brand new piece of equipment to a hundred customers, but you’ve been getting a few returns and even more complaints that the equipment is too difficult to operate.
Create a short video demonstrating the proper use of that piece of equipment. Explain what the most common problems are that new users may encounter, and then show them how it is done right. This puts you head and shoulders above your competition, because what you’ll do now is email a link to this video to everyone who has purchased this piece of equipment.
Not only do you send that email, but the following week, you call each one of those customers and ask them if they received the email, and whether they viewed the video. If they haven’t, encourage them to do so and promise to call them back the following week. (Make sure you DO call them back.)
If they have received the email and viewed the video, ask them for honest feedback. Find out whether that video helped them to overcome the problems you’ve been hearing about.
By taking the initiative to anticipate the need of a group of your customers, and then fixing the problem easily and with little or no cost, you have ensured that you have a group of highly satisfied customers. These customers are the ones who will remember the extra steps you took to take care of them. The next time they need something, they’ll buy it from you.