Building a client base is one thing, but maintaining customer loyalty is another. While it’s good to attract clients to your business, it’s equally important if not more to maintain the client base you’ve built. Keeping your customers happy not only leads to repeat business, but it can also bring in referrals.
Below, we go over a few tips on building a relationship with your customers to maintain a solid client base.
1. Make It a Positive Experience
Great customer service is a surefire way to build a loyal client base. From the moment your customer walks through the door, you need to make your customer’s needs your priority. Most customers are seeking care and service for the pets whether that is training their dogs to stop barking or having their pets groomed. You need to be empathetic toward your customers and help them resolve their needs and concerns.
2. Go Beyond Customer Expectations
Meeting customer needs is standard for businesses. However, going the extra mile for a customer is rare. Think of ways you can go beyond the expectations of your clients. This can range from offering snacks and beverages to dog owners while their pets are being examined to clipping a dog’s nails for free when the owner only asked for a bath. Customers remember these moments of generosity and it’s these moments they recall when talking about their experience.
3. Collect Feedback
Feedback can provide vital information that can help improve your business immensely. Positive feedback is a good reminder of how well you and your employees are performing while negative feedback can show where you can improve. Ask for feedback at the end of your interaction.
If you have a Facebook business page set up, ask your customers to leave a review. If you have a business website up, ask customers to email you their reviews so you can publish them on your website.
4. Provide Incentives
Incentives drive motivation. The more incentives you provide, the more likely your customers will return. Incentives can range from a free veterinary checkup to a 15 percent off coupon to the grooming salon, depending on your industry. Providing customers with incentives gives them not only a reason to return, but also a reason why they should look forward to doing business with you again.
5. Keep in Touch
Your interaction shouldn’t end at the door. After doing business with a customer, you want to follow up either through email, phone or mail. If you train dogs, you may want to set up a follow-up session to ensure the owner’s dog is behaving better. For veterinarians, consider sending a postcard reminding customers of their pet’s next appointment. Keeping in touch with customers shows them you care and you’re there for them next time they or their pets need help.
Maintaining a client base boils down to providing your customers what they want when they want it with a smile. Customers want to feel valued and their concerns addressed. Give your customers and their pets the attention they need and they’re sure to remain loyal returning customers.
Click on the appropriate logo for instructions to add this to your website.
Associations can have tremendous benefits for your company. Being associated with a reputable company, such as Animal Behavior College, instantly improves your trustworthiness and authority. You can easily showcase your associations by adding a logo (above) on your homepage. Placing a logo, such as ABC’s Authorized Mentor Trainer, Hospital Facility, or Grooming Facility logo, on your website is an easy and effective way to let people know you’re serious about your profession.