How do you keep your customers coming back again and again? Look after them well.
Customers are the foundation of your business. Give them great service and they will stay loyal. Members of the Federation of Small Businesses (FSB) say that they have ‘invested heavily’ in this area. Make sure your staff that deal face to face with customers are smart, well presented and well trained, customers remember their first encounter with your business – make sure it’s a good one.
Your staff should be able to respond to queries quickly and efficiently and be able to offer solutions to problems, customers love businesses that make an effort to serve and look after them and are likely to share their experience with friends and family.
Keep your sales process simple – if it’s too complicated customers won’t be bothered to wade through it. Keep on top of stock availability, problems with your website or any other glitches that may hamper sales.
The emphasis on your customer service team is ‘service’ – make sure that your team are prepared to go the extra mile to sort out any problems. If not your competitors might be more happy to go that extra mile and you will lose out. Many customers are well versed in their consumer rights and hate being fobbed off.
Matthew Fretten has always tried to instil these values within the Frettens team – we hope that our own clients would agree to seeing this in evidence! He says “Being genuinely client/customer focussed is a prerequisite to business growth and success – it’s easy to say within your marketing materials but ensuring it happens in practice is crucial. Of course, a robust set of terms and conditions, and supplier and distribution agreements can all play their part is thriving trading."
Our Commercial Team are proactive in eliminating legal shortcomings in both standard and bespoke contracts, and offer practical advice on important contractual issues.” Our Commercial Team, based in Christchurch, also cover Bournemouth, Poole and the New Forest. For a free initial chat, please call 01202 499255 and Matthew or a member of the team will be happy to discuss any questions that you may have.