The Power of Customer Recommendations
A good business is comprised of many strong assets, some tangible, and some intangible. Whether it’s long-term investments, your company’s brand recognition, or intellectual property, building on these assets will boost your company’s growth and strength. One that guarantees development is your cliental base. Never underestimate the power of your customers. Their recommendations of you, telling their friends and associates about the efficiency of your service, the quality of your products, or the positive experience they had when working with you will go a long way in the form of getting you new business. It’s one of the fastest ways to grow. Below are ways you can ensure that you get positive customer recommendations.
Provide a High Quality-Product
By providing high calibre products or services to your clients, not only are you showing the pride that you take in your work, but you’re also showing the client the appreciation you have for them. If your services were to be sub-standard your customers would feel as though they were not the priority, and therefore would be less likely to return in the future.
Additionally, you need to ensure that you consistently provide a high-quality standard to your practice. By putting this standard, your customers will know what to expect when they come to your business, this builds comfort and security ensuring that they will return to you in the future instead of moving on to someone else who provides the same services. No one likes a game of Russian Roulette when it comes to buying a product or service, so keep it at a constant high standard!
Create Customer “Wows”
One of your goals as a business owner is to provide the best product or service possible to illicit “wows” from your customers. There are many ways to get a positive response, far too many to list here, but a few ways that stand out are:
- Go above and beyond their expectations with the service you provide and products you sell
- Keep an open and clear communication line
- Be honest and transparent with your clients
- Make their journey with you uncomplicated and easy
When a client receives something that they are happy with, and you get a ‘wow’ response, that instantly makes you unforgettable to them.
Great After-Sale Service
After the initial business is said and done, it is important to set up an excellent aftersales structure within your organisation. An after-sale service is by definition the process carried out after the initial sale, this would include warranties, maintenance, advice, etc. Though it does not generate more income instantly, it ensures your status as a company is one that breeds goodwill as clients don’t feel forgotten about as soon as they have made their purchase. This in turn ensures good client retention rates and will help to bring back old clients.
Consider Implementing a Referral Programme
A referral programme is a powerful marketing strategy that you can put in place as an incentive for clients to refer your products or services to their friends and family. In return for doing so, they get rewards or discounts with their future purchases from you.
Setting up a referral structure guarantees that the new customers that you gain through the programme already have a pre-established trust with you and helps to establish your credibility. In addition to gaining new clients, your existing clients are a lot more likely to stay with you in the future, aiding your retention rates, and increasing the value of the client. It is a much cheaper way of marketing your brand as opposed to traditional advertising.
Offer Additional Products or Services
When you feel that the time is right, it is appropriate to offer your clients additional products or services. It will benefit both your business and them. Choose your timing though as just springing the offer onto them will make them feel pressured into buying, and this can damage your relationship going forward.
Analyse what the customer has already purchased and find out whether there are any other products or services you have within your company that will compliment and improve their experience with you. The ability to cross-sell within your business is an important skill. Not only will it help to show the client the full extent of what you have to offer (if they hadn’t already realised), but it also adds a personal touch to their experience with you as you have taken the time and effort to find out what will personally suit them.