This is the 2nd installment in our series on strategies to retain great clients profitably. I previously shared Retention Strategy #1 Keep in Touch. If you don’t keep in touch, you could be creating the perfect opportunity for your competition to take care of your clients instead.
Here are two more retention strategies for you to appreciate and reward your clients:
Retention Strategy #2: Appreciate Your Clients
Have you ever noticed how pleasant it is to be thanked and appreciated? Your clients have noticed it too. Thanking your clients for their business, their referrals, and their confidence in you actually makes them happier that they bought from you, and will keep them coming back. Lack of appreciation on the other hand makes clients wonder if you are interested in them at all, and may influence them to investigate other options.
Thanks are easy to convey, and most of us do it too rarely. Some easy ways to do so include hand written notes, a personal email, verbal thanks at the beginning and conclusion of service.
Retention Strategy #3: Reward Your Clients
It is important to recognize the distinction between appreciation and reward; appreciation is thanking, and rewarding is reinforcement of the purchase behavior. There are many ways to reward your clients, including:
- punch cards
- earned perks (levels)
- special treatment (shorter lines, access, etc.)
One powerful technique to capture repeat business from your clientele is to develop a system for Frequent Buyer Rewards. Ideally this would include a “Call to Action” using an expiration date, so points must be accumulated and redeemed within a time-frame. If you have enrolled in an airline frequent flyer program, this should sound familiar. This concept is easily applied to many other industries as well.
Do you appreciate and reward your clients regularly?
If not, now is a good time to start. If you do, what strategies are you using to retain great clients profitably? I’d love to hear. You’ll find the rest of the retention strategies in my next
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