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A good after-sales relationship with your customers is one way to ensure that you keep them coming back for years.
Remember that if you have a good after sales relationship that keeps your customers satisfied with your products and services, this will give them an incentive to spread the word about your company with their family, friends and colleagues.
So not only do you 'keep' that one customer, he or she is now encouraged to give you even more customers.
Good After-Sales = Continuous Patronage
One of the most important ways to start building a good after-sales relationship with your customers is by treating every business transaction as an encouragement of a repeat sale. Give each and every customer the same excellent service and courtesy.
After each purchase made, thank the customer for the transaction and the opportunity given to serve them. Graciousness is always welcome... when it is not overbearing. Another way to build a good after sales relationship is to make a polite, non-intrusive follow-up after customers make a purchase.
Send them an e-mail that showcases your new products and invites them to make a repeat purchase. Keep it brief and concise and try to send these sparingly.
Customers are more likely to notice an e-mail that comes less often instead of a barrage of e-mails from the same company on a daily or even a weekly basis. Building a good after-sales relationship with your customers is all about earning their loyalty to your company so that they are not easily swayed by competition when it comes. Reward customer loyalty when you see it.
For example, you can give freebies or discounts to those customers who have reached a minimum number of repeat purchases. Offer these customers special discounts on a periodic basis to make them feel 'cherished'. Remember, an effective after sales relationship is one that makes each customer feel that he she is the most important customer you have.
Finally, always be responsive to customer feedback... whether positive or negative. Take into account whatever feedback you receive and try to incorporate them in the business as best as you can. Remember that an after-sales relationship starts from day one, consistency is always key.
Action Steps to a Good After-Sales Relationship with Your Customers
- Create a list of clients. Divide those who have bought only once, twice, etc. If you intend to offer discounts, you should know which one should receive them.
- Create a list of ways to say 'thank you'. This can be from a simple email to a phone call or handing out a small freebie or coupon to the consumer as he or she makes a purchase.
- Think of 'in-house' after-sales too. If you have a home-based business, consider offering clients coffee or tea after they have made a purchase.
Important Points to a Good After-Sales Relationship with Your Customers
- Good after-sales is NOT pushy; it is gentle and kind.
- A good after-sales relationship ensures not only the loyalty of the current customer but also encourages good word-of-mouth advertising.
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