Customer loyalty: How to keep your customers coming back

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When the service you provide is not something that’s needed every day or even annually, it can seem counterintuitive to focus on customer retention. However, consider why you shop at certain supermarkets, eat at certain restaurants and buy your materials from only select suppliers.

These places provide you not only with what you want but also the level of service that you expect. However, what about when a similar establishment opens up closer to where you live or work, or offers a similar quality at a lower price? Here are some tips to consider that will help ensure that your customers come back to you when they are faced with a similar conundrum.

Expectation is everything

According to customer experience survey experts Nicereply, customer loyalty is the result of a company consistently meeting and exceeding customer expectations. When you’re employed to only perform a specific job, there doesn’t seem to be much you can do beyond performing the job to the high standards you set yourself.

However, by performing a few simple tasks, like making follow-up phone calls and sending emails to check customer satisfaction levels, you automatically exceed what the customer initially expected. It’s also a great way to enquire about new work; as long as you don’t begin to sound pushy, you’ll sell yourself simply by staying in the minds of your existing customers.

Customers demand service

Another essential aspect of customer retention is delivering the level of service they expect. This isn’t easy for anybody who’s self-employed or running a small business. If you know that the phone is ringing while you’re already busy working, you could understandably worry about a new customer being lost or a repeat customer going elsewhere.

With up to 85% of customers willing to leave a business because of poor customer service, it’s essential that we get this right. However, with careful management, it’s easy to provide a positive customer experience regardless of your role. Use every available channel for communication and set a specific time of every day to respond to enquiries.

If you stick to a routine, your customers will come to expect this level of customer service – and you will find it easier to manage your day-to-day administration duties. Meanwhile, by being transparent with your availability and the services you can provide, you can stimulate a level of trust that will make people likelier to invite you into their homes and workplaces.

Advertise your achievements

Think of your qualifications, accreditations and most interesting work as you determine your unique selling proposition (USP). This is what will make you stand out amidst the competition and become a more memorable business going forward.

On social media, how people what you are working on now, update your profile when you develop new skills and don’t be too shy to shout about your accomplishments.

Even mentioning the guarantees you offer on certain jobs, or that you have comprehensive electricians insurance could be the difference between someone coming to you or going elsewhere.  With our no-fuss insurance packages, you will have instant access to all of your documents wherever you go, just in case a customer wants – or expects – to see them.

Get a quote from us today, and let us help you keep your customers coming back.

Tradesman Saver provides insurance for tradesmen covering a wide variety of professions. For further information, please see our Tradesman Insurance or Who We Cover pages.

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