“The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer.” And that’s why it’s imperative to have a plan for earning repeat business.
That means that asking for and earning repeat business is imperative for a business to grow. As with most things in life, it’s easier said than done to ask for and earn repeat business. However, FreshLime’s got your back, and we’re ready to share with you some creative ways to get that ever-so-valuable repeat business:
Saying thank you and being grateful for someone’s loyalty goes a long way. Show your gratitude to your customers by saying thank you and offering them positive customer service and a great customer experience. When we’re truly grateful for something, we take care of it and we keep its value in mind. The same should be true of your customers, in order to make them want to come back to your business time and time again.
Remember to treat your customers like people, rather than transactions. Running a successful business ultimately comes down to revenue, but without customers, there is no revenue.
Customer engagement is perhaps the most important aspect of earning repeat business. Instead of allowing your customers to forget about their experience with you and take their business to a competitor next time, stay connected to them.
Keep yourself at the top of their mind so any time they have a need that your business can meet, they will come straight to you. Staying connected to your customers is best through email, text and social media. Keep your conversations meaningful, regular and personalized.
The most important aspect of staying connected is knowing where your audience is. If you don’t know their preferred method of communication, simply ask what the best way to touch base with them is. “Spending all your time being places where your audience isn’t makes no sense.”
Don’t forget, each time you reach out to a customer you should offer a call-to-action. Provide and quick and easy reason and way for them to reach you with any questions they have, or to schedule a service with your business.
Offer Something Free
When all else fails, offer something for free. Everybody loves freebies, and there’s nothing wrong with using a good deal to bring someone back through your door. Some of the best ways to offer something to bring a customer back are:
- A birthday club where customers can get a free or discounted service during the week(s) leading up to their birthday. I don’t know about you, but my family has certainly gone out to restaurants after receiving a free birthday meal. They gave out one free meal, and in return we paid for other meals we otherwise wouldn’t have.
- A loyalty program so customers can earn something free by frequenting your business. We’ve all likely been a part of a loyalty program- either at the grocery store or with house cleaners, whatever it may be. Loyalty programs are effective and a big reason why customers continue to work with the businesses they do.
- A referral program, where your customers earn something each time they send you new business. This is the definition of a win-win situation. Your customer brings you new business and gets rewarded for it in return. What could be better?
- A random coupon or discount. Who wouldn’t want to receive a discount in their email?! Brighten your customers’ day by putting discounted services right in their inbox. You can find a fun reason to send these out– for example, “National Pet Day” may warrant a coupon for a carpet cleaning. Get creative and have fun with this!
At the end of the day, repeat customers are often 20 percent of your client base, but they will account for 80 percent of your profits
It’s true that asking for and earning repeat business doesn’t have to be as complicated as it may seem. If you want something, the best thing you can do is ask.
Ask your customers to come back to your business next time they have a need you can meet. Remind them how thankful you are for their support and stay connected to them in the time between services. Repeat business is increasingly important for businesses, and at a time like this there’s no room for missing out on those loyal customers.
For more insights on marketing strategy that actually works for small business, subscribe to the FreshLime Newsletter here. Connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. And last of all, if any of these tips have helped you or if you have anything to add please comment below. We’d love to hear from you!