Making The Most Of Your Customer Contacts
Finding new customers is costly but getting the most out of your existing customers is profitable and easier than you think. Every customer contact is an opportunity and making the most of it can have a huge impact on your bottom line. Customer contacts come in many forms. Calls for technical support, queries for how to return an item, and even customer complaints are all opportunities to maximize your customers. Here are some of the most effective ways to make the most of each and every contact.
If your customer calls to order something and you have an upgrade, offer it. If they need six, ask if they would like to take advantage of the discount for a box of 10 or for orders over “X” dollars. Offer a package of related products and services that include the item or service they want to buy. Upgrades and cross-selling are the number one way to increase sales with little or no cost. Having a good customer database is critical in managing this opportunity. Knowing your customers purchasing cycle, the products they purchase, and services they buy from you are critical in finding opportunities to upgrade and cross-sell.
Ask Them What They Want
Talk to your customers about products or services that they don’t buy from you. You can gather information about the competition, and gain valuable insights that can help make strategic decisions for your company on things like pricing, products, services, and return policies.
Ask for a Referral
If you are providing great products and services your customers are talking about it with people they know and work with. Ask permission to contact someone they think might benefit from your product or service. If you are going above and beyond to fix a problem, then even better. The White Office of Consumer Affairs reports that customers who get their issue resolved tell 4-5 people. Invite them to talk about it. Ask them if they would provide a short testimonial and use it for marketing.
Get to Know Your Customer
Ask them if they would participate in a short survey about your company, you, and your products or services. Have a few questions prepared(3-5 max) about customer satisfaction in key areas. If you have a long term one on one customer relationship then get personal. Where are they from? Who is their family? Don’t be nosy or pushy. Be open about yourself but avoid talking too much. People like to do business with people they know and like but they hate listening to salespeople who talk too much.
Maximizing each customer contact is the best investment in time and money your business can make. Attracting new customers costs 5 times more than keeping the ones you have and the most cost effective way to increase sales is maximizing every contact.