Today I want to talk about the importance of creating first class client experiences. Did you know that it is 7 times more costly to attract a new client than it is to sell to an existing one?
It doesn’t’ end there either – 26% of clients say they are more likely to tell family and friends about a bad experience with a product or service than a good one. Bad news travels fast.
Consequently, it’s a huge mistake not to look after your existing clients. If you keep your existing clients longer you spend less on marketing, you work less, and you earn more money. Sounds convincing, right? The question is how do you keep a client as long as possible, or even for a lifetime?
You’re not looking for a one-off affair to wow your clients. You need to work to keep your existing clients as long as you have your business. Fortunately, it’s not that hard to do. It just takes a bit of thought and effort.
Let’s discuss 5 effective tactics to get and keep your clients.
#1 Create a great first impression
The first tactic is to create a great first impression. You should have an attractive, easy to navigate website. You need a friendly voice on the phone or a friendly, motivated receptionist who greets people who walk through the door. If you get it right, you’ve won half the battle already! Trust me, a potential client’s first impression is crucial.
#2 Be clear what clients can expect from you
The second tactic is to clarify what potential clients can expect from you. When they know what to expect, there are no disappointments. A good rule of thumb is to under-promise and over-deliver. Don’t get me wrong – I’m not saying you need to sell yourself short. Meet your clients’ expectations and always try to deliver more. I guarantee you will delight them.
#3 Make every experience with a client special
The third tactic is to make every experience with a client special. I want you to think about how you can go the extra mile. For example, if a client booked a 45-minute massage, create a sensational experience for all the senses. Ensure they’ll get a massage at the ideal room temperature and you’ve selected sensuous oil. Always look for little extras and always give your clients your undivided attention. They need to know you really care about them.
#4 Anticipate your clients’ future needs
The fourth tactic involves anticipating your clients’ future needs. Many clients have an idea of what they need next, so talk to them. Let them know how you can help them with their issues. Don’t let them walk out thinking they need to figure it out by themselves. If you can’t help, connect them with people who can. Remember, focus on resolving current and future problems.
#5 Keep in touch with your clients
The final tactic is to keep in touch with your clients. Clients are like plants in your garden. You need to tend to them if you want to see them grow. Clients are no different – they need regular attention if you want your relationship to thrive.
One of the easiest ways is to send regular emails to your clients. You’ll need to collect their email addresses to do this. Once you have their email address, you can communicate with them weekly.
Always provide value. You don’t want to bombard them with emails about your latest offers. You have to build trust and the best way to do this is by sending them valuable information.
Blogging is also a powerful way to stay in touch with your clients. Integrate a blog into your website and teach your audience. Showcase your talent and expertise on problems that affect them. This builds authority. Does this make sense to you?
I’ll leave you with one last thought. You can’t overestimate the importance of keeping your clients as long as possible. Recent studies show even a 5% increase in client retention can lead to an increase in profits of between 30 and 90%.
Would you like to increase your profits and work less? Then start today and put these 5 basic tactics to work for you!