One of the quickest ways to improve your bottom line is to sell more products and services to existing customers.
Increasing the average sales per customer is easier than bringing in new customers.
So what can you do?
1. Keep Them Happy – Make sure you or your staff answers the phone politely, or better yet: try to pick up as many calls as possible instead of letting them go to voice mail. Timely replies to emails are also appreciated, even if you do not have a definitive answer. Let them know you are working on it. And if something has to be done, especially if it is fixing a mistake or warranty based, make sure it is done quickly and well. Actions and apologies can win many disgruntled customers back.
2. Offer Benefits – Getting customers on a benefits-based email or text message list can increase sales quickly. Offer a timely coupon during slow times. Give existing customers a customer-only deal or organize customer appreciation events. Show that you care and they will reward you with more purchases and raving reviews.
3. Stand Out – Whether it is the way your staff deals with people walking through the door, the colours, images and text of your ads or your website – try to develop a personality for your company. Make sure people have a positive impression of your organization, so you stand out.
4. Follow Up – Make sure people are happy with their purchase after the sale. Place a courtesy call, or send a friendly email. Send over some cupcakes, or have some flowers delivered.
5. Utilize Social Media – Connecting with customers and prospects through Facebook, Twitter and other social media can have a profound effect. You can put your company’s fans in the spotlight, answer questions and share interesting things. Make your company more personal, and it will be easier for your customers to share their positive experiences and recommend your business.
Work hard to improve your customer satisfaction and you will be handsomely rewarded!
For more information: contact your web developer, or website optimizer Nardo Kuitert at www.ferguswebsites.com or 519-787-7612. Nardo has written the On The Web column on behalf of the Centre Wellington Chamber of Commerce since 2006.
