Whether an employee, manager or entrepreneur, we all have customers and want their loyalty.
Nick Urban, former standout lineman at Winona State, signed a contract with the Minnesota Vikings after attending a minicamp as a tryout.
You may not be a football fan, you might not even be a Target fan, but as a business owner or successful Warrior-Preneur, I bet you are a fan of loyalty.
After signing his contract, Nick returned to work in his cashier job at Target.
And as Nick said,
“They were nice enough to take me on, knowing my situation and I owed them a lot,” Urban said of his bosses at Target, who gave him flexible, part-time hours so he could train for his shot at the NFL. “My parents raised me that way. They were nice enough to help out [at Target] and people that are nice enough to help you, you don’t just leave high and dry.”
Way to go Nick! What about you? During these times of cutbacks, have your customers been LEAVING YOU HIGH AND DRY? Are even internal customers tired and fed up?
Maybe the bigger question is: What are you doing to build relationships with your customers (or prospects) so they are so loyal to you?
Here is what I suggest:
1-even if they are not buying right now, stay in touch.
2-be a great listener, customers love it when you listen.
3-never compromise your integrity, but always be willing to create win/win.
4-be someone who does what they say they are doing to do.
5-be a referral source even to potential customers that cannot afford you right now.
6-follow up!
What would you suggest to create a loyal customer?
Ann M. Evanston is a “Chief Breakthrough Officer” teaching other Business Warriors how to slow down, and find the most unique part of their business that makes them stand out among the crowd. She has been named one of the top marketing consultants by About.com, is a guest blogger for Showcasing Women and takes pride in moving you from “blah, blah, blah” to “BOOM, BOOM. BOOM!”
Educate them. In my day job as a purchasing manager, I constantly turn to my suppliers for information. The most knowledgeable among them are my most valued suppliers. There is not substitute for knowledge.
Cindy’s last blog post..If I Give Away the Milk, Who Will Buy the Cow?
Remember that loyalty is – always – a two-way street. That’s true of most relationships in our personal and business lives as well. The company that drops employees at the first sign of a downturn may be unhappily surprised later when other key employees leave the company, feeling that the company’s behavior has earned it no loyalty.
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That is a great concept to implement into your personality. Being genuine is so important in any relationship. Believe it or not it even works in government/law enforcement.
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Always do more than is expected. Be a good listener and that means listening between the lines. Love what you give Ann. Thanks for another great post.
Susan Berland
http://susanberland.yolasite.com
Susan Berland’s last blog post..Awaiting the Day of Decision on Gay Marriage
Always do more than expected. Be a good listener and that means listening between the lines. Thanks for another great post, Ann.
Susan Berland’s last blog post..Awaiting the Day of Decision on Gay Marriage
I’ve always held that they key to success in sales is building genuine, long lasting relationships. Many of my clients have become close friends. Relationship building is what I love most about helping people buy or sell homes.
My biggest suggestion: Be a straight shooter. Soft selling or putting a sugary coating on a problem will not make it go away. If there’s an obstacle in your customer’s way, don’t avoid it. Tackle it head on, and help them work through it. I’ve spent months helping people correct credit blemishes. When they were able to buy, there was no question in their minds as to what Realtor they were going to work with.
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I love this story! These six suggestions are all excellent, and framed a little differently than one usually hears. I think people can sense when you genuinely care. I try to always keep the mindset that my time with a client is about Them, not about Me and the $1200 car repair bill I was handed today. If I can fix a computer problem in 15 minutes, I do so, trusting that my client will appreciate this, and call me again in the future, even if the next repair takes 3 hours. That, and some genuine friendliness go a long way toward building great client loyalty. I really like my clients.
Great post here Annie – especially #5 – by becoming a referral source says to your clients that you truly understand them. People enjoy working with people who “get” them. Thanks for sharing this post again. Cheers, Andy
Hi Anne,
These are great suggestions. My ad to this list is always be super-honest about what your products can and cannot do. Do not make promises you cannot keep. Live by your word.
Love this. Also care more about the person than the business.
I have been blessed with many loyal customers (students) over the years and I think your suggestions are right on “Target” 😉 I might amend #3 to say “never compromise your integrity, AND always be willing to create win/win” because for me creating a reciprocity of give and a fundamental part of how I see integrity…
Ann this is succinctly and smartly written – loyalty is a subject that gets less attention than is deserved.
Excellent BLOG, Ann
Thak you!
Mandy
Worth staying in touch and being there for your clients and potential clients because that is what we all value, as business owners, consumers, friends and as people. Its the relationship that counts.
Jennifer Duchene
Home Makeover Mixtress blending lifestyle and laughter
http://LYShome.com
To create a loyal customer, you need to find a way to differentiate yourself so they’ll remember you. Your points above are perfect examples of that. I have an online store and we create loyal customers by adding personal touches to each order – a personalized thank you note and 2 small surprises in each order (I can’t tell you what they are – or it wouldn’t be a surprise!). We want our customers to open their orders and think we care about them (and we do!).
Renata
http://www.OneSmallStep.com
Can we save our planet during lunchtime?
Ann,
Staying in touch with my clients is ESSENTIAL to my success as a massage therapist and yoga teacher.
My favorite ways to connect with current clients and reconnect with clients i have not seen in a while (in order):
1. Phone call check in
2. Thoughtful gift
3. Hand written card
4. Text message to encourage them to breathe or smile 😀
5. Personal Email
I am genuinely interested in my clients lives and it is amazing how often they say, “I have been meaning to call you…….”
Blessings,
chris arcucci
http://www.MindfulLivingArts.com
It is great to see that you have created a follow up system for customers Chris- awesome!
Hi Ann – loved your blog as it truly supports basic customer service. 68% of clients/customers will do business elsewhere due to a perceived indifference. Without customer loyalty, the odds are you risk losing repeat business and referrals you would normally have just be keepoing in touch on a regular basis. I am so pleased that more and more businesses are truly concerned about retaining their existing customers, taking action and see the true value in doing so.