In any business, customers of all varieties are sought after. However, there's nothing quite as coveted as the illusive regular customer.
Unlike other customers who may only do business with your organization once or twice, the regular customer can be counted on for regular transactions over a long period of time. While your one-time-only customers might be your company's heart, your regular customers are your company's backbone.
In fact, in many online retail operations, repeat customers can oftentimes make up almost half of sales while only accounting for 8% of the total consumer base.
So how do you turn a customer into a regular customer? Well, it's not as simple as just following a clear-cut formula. It's a gradual process that requires a lot of dedication and top notch customer service. Here are five tips on turning customers into regulars.
1. Always Follow Up After A Transaction
Beyond just expressing gratitude for a customer's patronage, you want to reach out in the weeks that follow to inquire as to how they are satisfied with your transaction thus far. If the customer is content with your product or service, they are likely to brush off the inquiry.
But if they are dissatisfied with your business at all, they will certainly let you know, which brings us to our next point.
2. Express Your Gratitude
People like to feel as if what they do is appreciated by the people they do it for. Sure, a customer who purchases something from your business or hires you for a service isn't doing you a favor per se, but expressing gratitude as soon after the transaction as possible is an excellent habit to get into.
When customers feel as if they are appreciated by you and your company, they are more likely to view the relationship in a positive light, which will make them want to work with you again in the future.
3. Handle Dissatisfaction Quickly, Swiftly and Completely
Many companies erroneously think that it's "game over" once they do something to upset a customer or client. Nothing could actually be further from the truth. Customers love doing repeat business with companies that were adept at handling a complaint or problem they had in the past. If a customer complains to you, you want to handle their issue quickly, swiftly and completely.
This means that you reply immediately, take care of the problem as fast as you can and handle the situation in a manner where the customer's satisfaction is your primary goal, rather than your bottom line.
4. Be Consistent In Everything You Do
If you're wondering why fast food restaurants are so successful, you can be assured that it's not because the food is gourmet and delicious. Rather, it's because people like the idea of knowing what they can expect.
While a quality product is always the ultimate goal, there's something to be said for consistency as well. Customers like to do repeat business with companies that never surprise them and that always deliver just what was expected.
5. Genuinely Care
Customers know when they're working with someone who genuinely cares about their business versus someone who is just going through the motions. If you have a genuine passion for your company and your customers, you want to let that be very clear.
Customers will always flock to business owners that have a genuine excitement for their brand. If you genuinely care about your company and your customers, don't be afraid to let that show plainly. It might just help you to convert some customers into regulars.
Creating a successful following for your business can be hard. However, if you follow these tips, you can turn some customers into regulars and see your repeat business grow.
Jessica Kane is a professional blogger who has worked in eCommerce for the last five years. She currently writes for Rakuten Super Logistics and recommends them for all your product fulfillment needs to further your success.