How to keep your old and new customers

It is good to know how to go out of your way to be warm and welcoming to new customers, greeting them warmly and asking after their names and thanking them for patronizing your business. But the question is how do you treat your old and returning customers? Do you treat them good just as well as before?

Creating a sense of shared values with your customers both old and new can lead to
customer’s loyalty and their intention to continue to do business with your company. It is important for you to show new and regular customers that you share a passion for quality, care for their needs and that you appreciate their continue patronage.

Research has shown that it is more profitable for a business owner to keep loyal customers rather than to always have to scramble to find new ones every time. Loyal customers can provide your business with some customer referrals that can lead to and increase sales and profits. Here are some tips to infuse compassion into your customer service:

Do not take old and returning customers for granted

Think about how you greet friends at your home.
You don’t ignore them or forget their names, but you open the door with a smile, welcome them in and ask how you can make them comfortable. So don't take for granted a customer whom you've seen before. 

Make sure that your employee greet and treat them with respect and courtesy

Some employee may have a wrong assumption that they are doing the customer a favour or they may be preoccupied with just doing their job, however a bad reception from your staff may create a negative goodwill for your business.  A friend of mine discontinued patronizing a dental practice not because of the dentist but because of his receptionist bad attitude. She was overly aggressive, snarky and a bully. She dreaded going to the dentist just because of the receptionist.

Remember names

Remembering your customer names conveys the impression that you regard them as part of your valued customers. Make sure you have a mental picture of whom your major customers are

Ask how you can help and then listen

The more you listen, the more you can help that customer make a good purchase decision. People often make assumptions about why a customer has arrived at the business, it may be the person needed to replenish supplies or was stopping by for reasons other than purchases. Whatever the customer's reason make sure you really listen to what this person is saying. 

Make sure you add a thank you

It's easy to take regular and loyal customers for granted, but always thank them for returning to support your business. There are always competitors out there for your business. But demonstrating that you care can give you a competitive advantage.