Sometimes small businesses can focus entirely on winning new business that they forget about their loyal and continued customers. Of course it is important to win new business but it’s also vitally important to keep your regulars happy, afterall these are the people that bring in your regular and reliable income! But have you ever thought that your regular customers could be your biggest tool in winning new business?
Word of mouth is an excellent marketing tool so it’s important to always treat your customers well. Great customer service will lead to customer loyalty and we all know that customer loyalty means repeat bookings. So we want to share with you our top tips for keeping customers happy and encouraging repeat bookings.
Keep in Touch
Regular communication is key. Businesses that respond quickly and keep their customer in the loop about offers and business updates often keep their customers a lot happier. Social media, newsletters, regular emails or phone calls are all ways in which a business can stay in touch. Communicate regularly and your business will be at the forefront of your customers mind.
It’s also important to note that customers who respond quickly and follow up with customers often win more business than their slower competition. If your customer has a problem, they want to know it will be resolved quickly, so keep yourself available and always respond in a timely manner and you will soon find your that your bookings are increasing.
If your customer feels they have a connection with you they are more likely to book again. Answering all their questions, remembering their likes and dislike and keeping a track of their booking history are all ways to let your customer know that your business is there to provide the best possible service. Building long lasting relationships is very important in encouraging repeat bookings.
All customers like to have excellent customer service so make sure your service is beyond excellent every time. It will reward your business. Bad service costs your business more than you would imagine. If a customer has a bad experience they will tell between 10 and 20 people. That’s 10 to 20 people that won’t be making bookings with you so remember that the next time you don’t want to provide exceptional service.
A great way to get your customers to rebook is by offering them incentives. Discounts off your services or even a free service after a customer has attended so many sessions, are all reasons for a customer to continue coming to your business. With so many websites out there that offer value for money deals, offering discounts or rewards for your customers is a great way to stay competitive and keep your customers for the long haul.
Another option if you are actively looking for new business is to reward your customers who recommend your business. Why not give them a discount on their next booking as a thank you?
Reviews are an easy way to show potential customers how happy your current customers are. TripAdvisor’s tagline is get the truth and go and I’m sure most of us are guilty for checking the site before before booking a hotel or restaurant. That’s why it’s a good idea to ask your customers for feedback and reviews. Not only will it will keep your business at the top of it’s game, you can also ensure that you are providing your customers with what they want.
Sometimes you may not get the review you were looking for, but by responding back to the customer, being proactive, making changes and learning from the feedback, you can encourage new and repeat bookings. One bad review will not bring down your business.
It’s also important to let your customers book an appointment in the easiest way possible. Why not trial Book the Slot, an appointment and booking management platform that has an integrated customer relationship management system and a section for customer reviews. http://provider.booktheslot.com