You need to take care of your current and past customers. We all know this- but it’s easy to forget when you’re busy concentrating on creating new business. So now is the time to focus on keeping your best customers happy and delivering lots of value. In this short article, we’ll discuss how and why it’s essential to keep existing customers happy.
Also read:
- 5 Powerful Reasons Why The Customer Is Always Right
- Learn To Sell Like A Pro: 19 Best FREE Online Sales Training Videos
- 10 Key Principles of Achieving Customer Service Excellence
Why you have to keep existing customers happy
It’s so easy to get so distracted with prospecting, qualifying and presenting to new customers- that you forget you need to keep existing customers happy.
Furthermore, with the global slowdown creeping into a recession, now is the perfect time to check in with your customers.
You need to keep your existing customers happy because not only is maintaining good customer service essential, but it leaves customers satisfied. Therefore making them more likely to be loyal. Suppose your customer has been loyal for quite some time. In that case, they’re already accustomed to you and your products or services, meaning that they’ll have fewer problems and will require less hands-on help.
How to keep your existing customers happy
First and foremost, remember to make a point of checking in with your existing customers. You can give them a call, drop them an email or send them a Whatsapp message.
For example, if you’re in software sales, check-in with them to find out if there are any features that they’re struggling with or they need some help with… and then actually help them with it.
If you’re a real estate agent, find out if they’re enjoying their property. Are they happy in their new home?
If you’re in events or room sales? Check-in with your big customers and see whether they enjoyed the event you hosted.
You know where I’m going with this. Be sure to check in with your customers to find how it’s going with your solution, whether it’s an ongoing project or something you completed already.
Uncover problems to keep your existing customers happy
Now, I get some people saying to me:
“Ok, Tom. But what if my phone call or email uncovers some issues or problems?”
Well, I say:
“That’s actually really good, you want to know about these issues, so you can help them with it.”
Because if you don’t uncover these issues, they’ll fester and get worse, and you’ll be left wondering why they don’t renew or buy from you ever again.
I also recommend coming bearing gifts whenever possible, whether it’s a tip that you can offer around your solution, a book or magazine or an article.
Now, I get some people saying to me:
“Ok, Tom. But what if my phone call or email uncovers some issues or problems?”
Well, I say:
“That’s actually really good, you want to know about these issues, so you can help them with it.”
Because if you don’t uncover these issues, they’ll fester and get worse, and you’ll be left wondering why they don’t renew or buy from you ever again.
I also recommend coming bearing gifts whenever possible, whether it’s a tip that you can offer around your solution, a book or magazine or an article.
Anything you think is of value to them. It doesn’t have to be anything significant, but it needs to show that you care, like a handwritten note, for instance.
Take control of the sale with SOCO/
Revolutionise your sales representatives from being order takers to being a respected partner of your customer’s business who knows exactly how to advance the sale.
Advanced Selling Training is for seasoned sales professionals who need to learn how to assert themselves and push for the sale when necessary. This is an essential skill for reps dealing with high-level clients to command the respect they need to close high-ticket sales.
Fans of Challenger Sale training come to SOCO/ Sales Training to equip their teams with the skills needed to: represent themselves as experts, build relationships with key decision-makers, tailor presentations, and take control of the sale.
