The Grow Show: 6 Ways to Retain Your Best Customers

In the second edition of The Grow Show podcast, the Harvest Group discusses six ways to keep your best customers coming back.

The Grow Show podcast series is designed to tackle the difficult issues and challenges contractors face day-to-day in their businesses by breaking them down into manageable pieces, and sharing a common sense approach to overcoming them.

You can find the podcast here.

6 ways to retain your best customers

1.    Do your job – consistently meet and exceed customer expectations

• Performance matters. Deliver it on time, every time, plus one.
• Always ask your customers: Are we meeting your expectations? Are you completely satisfied?
• What do we need to do to have you completely satisfied?

2.    Communicate

• Meet with your customers regularly; face-to-face. Nothing beats it. At the very least, be visible with purposeful e-mails, send interesting articles, etc.
• Ensure proactive communications at the most critical times i.e., grand openings, new leasing campaigns, etc.
• Get to know your customers personally and professionally.

3.    Know your customers’ pain and help solve their pain

• Know their pain points and have solutions before they come to you.
• Crawl behind their eyes. Walk their walk. Know their business.
• Even if it is not related to your business, do whatever you can to help them solve their pain.

4.    Know their culture

• Dos and Don’ts. What do they call themselves i.e., mall or retail centre?
• Know the pronunciation of the names, nomenclature, terminology, their speak.

5.    Follow your touch points

• Look at each of your company’s touch points. These are areas and situations where you come into contact with your customers. Touch points such as your service, your material and process, and your people. 

6.    Build the Relationship

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• People like doing business with people they like.
• Listen to your customers.
• Empathize with your customers.
• Touch base with your customers and make them feel important.

The next Grow Show podcast will review the benefits of customer focus groups.