5 Simple Tips for
Keeping Your Best Customers

People make buying decisions based on several factors, including:

price
perceived value
quality of service
and, more important than you might believe:

How they FEEL about the person or company they've hired.

Doing a good job for a fair price is vital, but it's only part of success. You need to develop customer loyalty. Most small business owners know that it's a lot cheaper to KEEP good customers than to find new ones.

To retain your good clients over the long haul, you need to go one step further and add a genuine personal touch to your services.

In other words: Let them know that you give a darn!

Here are some simple steps for retaining your best customers:

1. Send hand-written thank-you notes

Customers like to be appreciated. Too often, we get busy and forget to thank them for their business. In fact, most of your competitors won't even bother. But it's a great way to make a lasting impression that will stand out in your customers' minds. One effective way to do this is also very simple:

Get a box of thank-you cards from a stationery or greeting card store.
Write a brief personal message (one or two sentences is enough).
Make sure that you address the envelope by hand. (Side tip: use blue ink; it stands out more.)

Your customers will feel good about this small effort on your part for a long time.

2. Remember special occasions

Send birthday and anniversary cards, and congratulations on special occasions (graduations, weddings, etc.). A small gift during the holidays is also a great technique - especially if the gift is inscribed with your business name and phone number. (Side tip: calendars and coffee mugs keep your name in front of your customers for a long time.)

3. Don't be in a hurry

Make time to stop for a moment and chat. Get to know a little about your customers. Find out how they use your products and services, and share stories from your experience. If your customer lets you know of something that interests him or her, follow up by doing a little online research and send an email. People feel great when someone shows a genuine interest in them ... and your business will profit over the long term.

4. Follow up

Call after the job is done and ask for feedback. Let your customers know that you care about their satisfaction. If it's an ongoing contract, call right after the job begins, and then from time to time to see how things are going.

Some things to ask:

Are you satisfied with the service we're providing?
What do you like most about the work we're doing?
How can we improve?

Your clients will appreciate the fact that you care, AND you'll also know what to focus on to keep them coming back!

5. Use email to keep your customers up-to-date

This is a great way to increase back-end sales. Make sure to lead your message with useful tips for your customers, otherwise they might perceive it as just another marketing pitch ... or worse, spam. When you give free, useful advice, they'll be much more receptive to the new products and services that you're offering.

Add these simple personal touches and watch the results. Not only will you increase your customer retention, but your happy customers will tell others about you as well.

Related topics:

Customer Retention - The Key Ingredient
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Customer Retention: Turning Complaints Into Profits
One of the best customer retention opportunities comes when you know how to turn around a complaint, which strengthens your relationship and your business.

Small Business Marketing - Get the Word Out!
What motivates people to tell others about your business? Here's what's behind the enthusiasm.

13 Ways to Generate Positive Referrals
Add in a few more of these strategies and watch your business really take off!