Everybody who is in any kind of business needs to focus on repeat customers verse the cost and time it takes to generate new ones. For someone to buy once and never come back is way worse than someone who will buy a couple times a year.
Wonder if they leave and they leave mad. They will have nothing nice to say about you or your company. An upset person tells at least 10 people who then tell 10 people your story that gets shifted every time it is told.
Gossip is never good but it is still noise that people listen too.
How many times have you sat around with your friends or someone you know talking about someone not in the room?
If you are honest…a lot.
Most of the time it is because that person didn’t meet the expectation and there is a very big chance they will never do business with that person again because of one infraction.
ONE TIME AND NEVER AGAIN
Which would you prefer?
Pretty obvious that we’d all prefer to get the repeat business. You never know the value of a single customer. Customer who comes back, again and again, continues to buy from us means SOLID revenue.
What is even better is that customer who sends constant referrals! Start taking care of your customers – send them a card, give them a call, drop them a Facebook message.
I had a person I use to send all my referrals to and have since stopped because I no longer felt they appreciated the referrals. Instead of being grateful they complained about the quality of people.
They aren’t even aware the referral source has been cut off. I simply stopped sending them because I want to only refer people where I know they will be taken care of.
What makes you go back to shop at the same stores or place orders with the same people?
Repeat business is the backbone to residual income. Learning the reason people keep shopping with you or the same places is a valuable lesson.
This post can be a great value if you will contribute your wisdom here as well.
What’s the secret to repeat business?
Having a good product isn’t good enough. Your customers always have choices, including doing nothing.
Direct Marketing Expert Dan Kennedy talks about the USP (Unique Selling Proposition).
A strong USP answers the question,
“Why should I do business with you versus every other option, including doing nothing at all?”
It’s one thing to have a USP…but you also have to deliver on it! Most people in network marketing have very few if any employees. Your USP can be as strong as you want to deliver.
When we travel we stop at Cracker Barrel to have breakfast and get started with a full belly and because we know the service will be quick and the food will be good. In many years we have only had one bad experience and to this day we drive past that exit and go another 30 miles down the road to stop.
It took one a bad event for us to skip that facility.
There is an education in what makes people come back over and over. That Cracker Barrel has no idea we drive by and the value of one lost customer can lead to many.
Most people aren’t always looking for the cheapest deal as they are the best treatment and how they feel shopping there.
Stop and think about where you have given your money in the last 6 months and think about the ones you have been back repeatedly – why?
My Veterinarian: I like the way they treat my animals when they come into the office. They call them by name, they stop and talk to them and they are always very gentle when treating them. It is a Win-Win. I will return.
Local Eatery: The fanciest in town – not that we have a lot of options – left us sitting at the table for over an hour with water, and salads, When asking about our meals they said it would be another 30 mins and the place was not even full. We canceled our dinner order and said we were leaving after one and half hours of waiting. She gave us a bill for the salads and the complimentary bread. Bad-Bad service = no return and make a point of telling our friends not to stop there.
My nail shop: Her attention to detail and always offering me something to drink when I walk in and remembering what color nail polish I always get in the summer is a plus. She makes me feel special by remembering me from her other customers.
Local Grocery store: They have watched my kids grow up in their buggies all the way to college. When I ask if they can carry a brand or an item I would like to see on their shelf they will have it in a week. When I walk in they let me know it is in stock.
What makes people come back and shop with you over and over again?
Do you know?
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