What does it take to attract and retain customers or clients?
Attraction is perceived or real value to the person who is seeking the service or product. That varies a great deal to those who seek. It varies a great deal on the intended use or expectation of the product or service. That, in many cases, is in the eye of the beholder. The only thing that is certain is that they will not purchase unless it has value to them.
You need to brand your business so that it reflects who you are and what you do. Consistency provides a sense of recognition for the customer or client so that they immediately associate your business with their need.
Retention requires ongoing work. The sale of the product or service is not the end of the relationship with the customer, but the beginning. This is your opportunity to thank them and find out more about them and their wants and needs. Establish a way of keeping in touch with them and build the relationship. Follow up with them to see if they are satisfied.
By doing this you will have better information to do forward planning for growing the business. A realtor in the Nanaimo community works hard to build clientele. Since real estate is a product that is very personal and, while it may have repeat customers, it is usually a long time between purchases. The key to good sales is to have good referrals. Over twenty years ago I referred a client to him. She was very satisfied with the outcome. We still get a quarterly real estate update and Poinsettia at Christmas from the realtor. Who am I going to refer when someone asks me who I would recommend as a realtor?
What does it take? It takes planning and consistency to keep your customers and clients. If they are happy with their dealings with you, they will refer others.
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