Client Loyalty Tips
Keeping the clients you have is just as important as going out there and finding new ones, so here are some top tips to help you keep in contact with the clients you have and remind them of the products and services you can offer.
* You may have new or additional services or products that would be of interest to them. Companies often find clients have gone to a competitor because they “didn’t realise you could make super widgets as well as basic sprockets”. Keep your clients updated with news and information on a regular basis.
* Your clients can be a great source of referrals. If you have done a great job for a client, ask if any of their clients or colleagues could be referred to you. It works and it ensures that you retain a link with a client even if the project has finished.
* Loyalty brings rewards. Keeping in touch, providing useful help and information such as guides or articles, keeps your brand in their mind, ensuring they don’t forget about you. A regular email or newsletter is a simple way of contacting them.
* Make that call. Call lapsed clients to find out how they are getting on or to let them know you have a new product or service that may interest them. Just because they haven’t contacted you, that is no reason not to give them a call once a quarter.
* Follow the leader. If your contact leaves the company you supply, find out where their new job is. Thank them for their business to date and let them know you will be in touch for a chat when they have had a chance to settle in. Also, find out who is taking over their role and arrange to meet them.
* Word of mouth. By providing a great service and keeping in touch with existing and lapsed clients, you re-enforce the fact that you are a great organisation to work with. Word of mouth is one of the most under-used marketing tools. If you are being talked about in a positive way, prospective clients will get to hear about it.
* Great news. If you see articles relating to your client’s industry or about them, send them a copy of the editorial or a link to the website. Let them know you were thinking about them and that their news is important to you.
Think about all the things that you can do to keep your clients loyal. Give them offers that simply aren’t available to new customers or just call them to find out how they are doing. The important thing is that you stay in touch, because if you’re not in contact with your customers, then your competitors might well be.
