In the world of today, it is becoming increasingly hard to retain customers because the marketplace is extremely crowded. Back in the days, brands could boast of doing nothing all year round to retain their customers yet have their profits shoot off the roof. That trend has drastically reduced these days. Now, brands work around the clock designing and implementing strategies to make customers stick with them.  

As a business owner who wants to build a profitable brand, you must also work hard like the big brands to ensure you do all you can to make your customers stick with you.

When I started my brand 5 years ago, one of the metrics I focused on was and is still my churn rate. Churn rate is defined as the percentage of your customers or subscribers who cancel or do not renew their subscriptions during a given time period. This is a critically important metric for companies whose customers pay on a recurring basis. Regardless of your monthly revenue, if your typical customer does not stick around long enough for you to at least recoup your average customer acquisition cost, you are in trouble.

[Read: Here are the Top 3 Reasons Why You Don’t Have Repeat Customers

Making Customers Stick with You

Many business owners I have interacted with erroneously think it is an uphill battle when it comes to making customers stick with them. While that might be true to a certain extent, I can also ascertain that making customers stick with your business is not as hard as it sounds.

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 In order to make your customers stick with your brand, you must:

  • Ensure that you exceed the level of excellence you started with or at least maintain it: If you start on a good note and over time you begin to “water down” the quality of your goods or services, be sure that your customers will find the next available brand to do business with.
  • Care greatly about your customers: The one thing many of your customers are looking for is your care and genuine interest in them. Whether it’s helping them save money, offering them quality advice that can help them advance their lives or even getting to know them personally, you will go a long way to earning their trust and ultimately loyalty.
  • Admit it when you are wrong: This is one of the hardest things to do ever yet when you humble yourself and not only admit it when you are wrong but also take it a step further to apologize, you will find out that most of your customers will stick with you for a long period.
  • Grow with the trend: It is important as a business owner not to lag behind when it comes to trends and updates in your industry. If your customers know they can get firsthand information about your industry from you, they will be willing to stick with you for a long time.
  • Communicate effectively: One of the things that your customers wish you could do more of is communicating effectively. Each time you need to make changes in your business or you have new updates, be sure to communicate it promptly and watch your customers stick with you.

[Read: Practical Ways of Reducing Your Overhead Costs and Increasing Your Profit Margins]

Making your customers stick with you is not rocket science. It only requires that you are intentional about it. Implementing these steps one day at a time will lead you closer to your dream of making your customers stick with you despite a crowded a marketplace.

Thank you for reading. What other strategies can a business owner adopt to allow customers stick with them? Your opinion matters. Leave a comment or ask a question below.

Let’s take a good look in the mirror. Running a business is right in front of you. You wear all the hats as a business owner and yet YOU are not the most important person! That was hard to hear right? You are the one who is responsible for the everyday running of the whole show… administration, inventory, email, billing and janitor! Just you. Your role as a leader is hard enough but I am here to give you another role in the whole circus – a magician hat.

I have spent 18 years wearing a magician hat. I have successfully built and more importantly, retained my clients for all those years. I have a 96% retention rate of clients and haven’t had the ability to take on a new client for several years. Clients only go when they move away, have scheduling issues or pass on.

Looking back now at how I have managed to do that, I must admit I rely on the power of mirroring. I’ll share with you exactly what I do for my strong retention game!

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You must have the ability to magically transform with each new client you face. You must shift fast, quickly assess the client’s energy and mirror them. I usually see five to six clients per day. With each new client that enters my salon, I have 0.27 seconds to observe and adjust to them. I am a pro at energy reading and with practice, you can be too.

Key things to be aware of:

  • Energy: How do they enter the room or space? Do they open the door softly and close it gently behind them? Do they bound in and rush to great you, not bothering with closing the door?
  • Confidence: How are they interacting with you? Are they looking directly at you? In the eyes? Are they looking down?
  • Body Language: What is their body saying? How do their shoulders look? Up and stressed? Down and arms free and swinging? Are they dressed up? Are they in legging and a tee shirt?

This quick assessment gets easier over time and even helps in your relationships and personal life.

[Read: How to Earn Loyalty from your Current Customers and Turn Them into Raving Fans]

The power of mirroring allows me to shift not only my mindset, but my energy and emotions. If I see a client that is introverted, then I speak to them calmly and slower than my “high energy” self. I will match their voice level and soften my body language. In contrast, if I have an extroverted client, I pull all the energy I can muster and join them laughing, talking fast and using big gestures.

This is exactly why my clients feel comfortable in my environment and keep coming back.

Even though I make it a daily goal to focus on adjusting myself this doesn’t mean I am fake. I am exactly who I am, just adjusting my energy level. It can be draining at the end of the day, but if I don’t have retention, then I’m hustling too hard to find new clients. I strongly believe that it is easier to retain a loyal client than to be on the hunt for a new client.

At the end of the day, I really love getting to know my clients on an intimate level. I am grateful for them and their loyalty to me. By the act of mirroring, I have created a family. You too can!

Thank you for reading. What other ways would you recommend for customer-retention? Kindly leave a comment below and remember to share this post with a friend.