Repeat sales are always easier than first sales.  So, small business owners are always looking to build a loyal customer base.  Regardless of what business you are in, there are a lot of things you can do to keep your customers coming back.  Here are a few ideas:

Stay an Expert In Your Field 

Never stop learning about what you are selling.  It is important to always be perceived as the expert in your field.  With the Internet making it easy to do research, customers are becoming more and more informed.  And no customer wants to know more than the “expert”.  That is why it is so important for you to commit to ongoing training and doing what you need to do to stay up to date with your industry.  Your customers will reward you for your commitment to constant growth. 

Make It A Priority To Resolve Customer Issues 

It is rare that you will hear about a customer problem up front, so you need to use your intuition in many cases.  It would be well worth it to ask your customers directly on occasion how the relationship is going, and what you might be able to do to improve the experience for your customer. 

It is most important to avoid the SODDI defense at all costs when you do hear of a problem your customer is encountering (some other dude did it).  As the owner of your business, all problems end up with you, so take the blame up front gracefully.  Then rapidly solve the problem.  Customers are used to the SODDI defense and rarely encounter vendors who work fast to solve their problems.  Instead of the error being foremost in their minds, the amiable resolution will keep them returning as repeat customers.  In fact, it is often that case that those “problem” customers often end up referring new business your way because of their satisfaction with your service. 

Help Your Customer Remember the Reasons They Originally Chose You 

Now is not the time for modesty; it is important to remind your customers why you excel over your competition and congratulate them for making the right choice in you.  There isn’t a person alive who doesn’t like to be praised, and its the perfect opportunity to help them recall your competitive advantages at the same time. 

To create customers that remain loyal year after year, all you really have to do is treat them in such a way that all other competition falls far short in comparison.  Provide outstanding service to your customers day after day, and they will expect it as a matter of course.  That’s a loyal customer. 

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