With so much emphasis placed on finding customers today, business owners often lose sight of keeping the ones they have. Here are a few surefire ways to stem those losses. These days, every customer counts. So why, then, do companies lose them? Between moving away, passing away, and switching to a competitor, the excuses are many for why customers may jump ship. But the number one reason customers bail is the feeling of indifference toward a product or service.
To counter this ambivalence, it’s key to make sure your customers feel and perceive that they are wanted and then will want to stay where they’re appreciated. But to make customers love you, you’ll have to work even harder. Here are six ways to win the devotion that makes for loyal customers:
- Never Assume:
You may think you know what customers want, but what if you’re wrong? One of the main reasons such a high percentage of new businesses fail is because those companies are trying to create demand where there isn’t any. Don’t make the same mistake they do. Survey everything you offer residents- amenities, services, etc. Build your value proposition around the wants, needs, and desires of your target customer. You will get a better understanding of your customer’s needs, plus you’ll be able to identify innovative ways to exceed their expectations.
- Always Deliver:
To win customers back, you need to deliver on time, every time. If a problem arises, inform your customer right away. Explain how you’re going to deal with it. Then follow up again, and again, and again to ensure positive results. You might even create a system to ensure that each task gets completed correctly and is always delivered in a timely fashion.
- Personalized Loyalty Programs:
In order to ensure you have a winning loyalty program, design and execute it in a systemized way. Plus, you need to show the value of it and continually demonstrate that value. Make your customers feel rewarded and happy. A customized customer loyalty program or resident rewards program with “real” benefits to the residents will help you retain residents much longer.
- Say Thank You:
Sounds obvious, but consider this… When was the last time you received a thank you note from a company you do business with? Or any notice, other than when a payment is due? This simple strategy can really make an impact and says a lot about your company and the value you place on customers.
- Stay Connected
While the frequency may vary, every customer should receive an off line touch at least once per quarter, and an email or newsletter, even more often. For instance, once a week with an “opt-in” message may do the trick. Over time, you can develop a relationship with your customers, especially if your touches are information or education-oriented and are designed to add value to their experience with you, rather than just as a mechanism for pushing products or services.
- Play Favorites
New customers are critical to growth, but you must ensure that current or long-standing customers get VIP treatment as well. Nothing is worse for loyal customers than to see products or services they bought at full price discounted to entice new customers. You can turn this around by offering exclusive benefits, programs, or specials geared specifically to your longest and most loyal customers. It’s important to make your customers feel they are being taken care of and that they matter to you, the landlord or manager.
These techniques are a good start to ensuring you keep your customers happy and satisfied. For more information, see 10 Ways to Make Good Tenants Stay. As a full-service property management company, we know countless insider tips and tricks to getting the best possible tenants AND keeping them for a long time. Contact us at our office or call us at 626-339-1000 for all of your property management needs.
