If you truly want to grow your business, you should focus on turning your customers into repeat customers.
Repeat customers are the ones who truly keep you in business because you can always bank on their patronage, referrals and loyalty.
They are also easier to sell to, more inclined to become raving fans and are instrumental in helping you pass your brand’s message to those you may not be able to otherwise reach by yourself. That’s why, as a business owner, it’s important to do all you can to have as many repeat customers as you would love.
When I started my building my brand, I knew that the only way I could grow to the level I dreamed of was directly tied to my ability to retain my customers. I made up my mind to do everything that was within my power to not only meet my customers’ expectations but also to exceed them. With this in mind, I went to work so my dream could come true. Today, over 50% of my customers are repeat customers who keep coming back and also bringing their friends with them.[Read: How to Start Charging Customers What You Truly Deserve]
3 Reasons Why You Don’t Have Repeat Customers
As a brand strategist, I have had the opportunity to work with several entrepreneurs, business owners and startups in the last 5 years. During this time, I have learned many things about how to build successful businesses from working with other businesses. I have also learned among many things that most businesses do not have repeat customers because of 3 reasons. Many times, business owners find it hard to see what they are doing wrong but with my professional help, I point out the reasons out to them. Overall, there are 3 main reasons why you don’t have repeat customers. Let’s explore them below.
You overpromise and under-deliver
Each time you make a promise to prospects and customers alike and your delivery falls short of your promise, you are basically saying to the customer that your business is not worthy of doing business with. If you want repeat customers, you must learn to change your promise and more importantly, action.
Do not promise a customer something you know you have no capacity to fulfill. Always be open and transparent in your dealings and watch how customers will respect you for it.
You are a generalist instead of a specialist
People mostly come back to businesses that “catch their fancy.” If you want your business to catch the fancy of its customers, then become a specialist instead of being a generalist. Every customer wants to know that they are getting the best each time they patronize your business.
If you offer specialist services for a general skill, then you are sending a message to your customers that you do not deserve their money.
As a business owner, you must constantly update yourself and be sure that you are on top of industry news and trends. If you want to increase your repeat customers, then you need to become a specialist. Commit to knowing as much as you can in your industry so that your brand can become irresistible.[Read: 3 Reasons Why You Need an Effective Marketing Strategy]
Your customer service is nothing to write home about
If I am asked what alienates customers the most, it’s that many business owners treat their customers as inconsequential. Inconsequential is when you treat the other person as though they have no significant value. If this has been your attitude toward your customers, it’s time to press the “pause” button. Press the “pause” button so you can start treating your customers like the most important people in your life. If you start treating your customers like the most important people in your life, you’ll notice how they will buy, keeping buying and referring customers to you until they get tired.
Thank you for reading. What other reasons do you think there are for not getting repeat customers? Share your thoughts in the comment box below and remember to share this post with a friend.