23 Ways to Keep Clients for Life

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23 Ways to Keep Your Customers for Life
Written by Arnold Sanow, MBA, CSP (Certified Speaking Pro). Arnold Sanow, is a nationally renowned business, communications and people skills expert and author who speaks professionally. He works with his clients to provide them with the tools, techniques and solutions to improve and maximize individual and organizational performance. I loved this document and I want to share it with you. I have put my comments or stories in green type.
Today's fast-changing and competitive environment, excellent customer service is essential for success. The strategies for keeping customers for life can be honed down to some basic steps that any business owner can use. To get customers, keep them and to get enthusiastic referrals follow these 23 proven techniques:
1. Reward your customers. Send them a gift, provide them a lead, generate business for them, etc.
2. Use your customers' services and buy their products. If you want to increase loyalty, there is no better way.
3. Send thank-you cards. Make sure they are handwritten and sent promptly. Peter Drucker attributed much of his success to the fact that he sent out 12 thank-you cards every day.
4. Return phone calls promptly. Since so many people don't return calls, you automatically look good when you do.
5. Do what you say you are going to do. This builds trust quickly.
6. Do things when you say you're going to do them.
7. Under-promise and over-deliver. (This one is huge!)
8. Be accessible. Make sure you are available and willing to help customers whenever there is a problem. Your business should be open to meet the convenience of your customers and not only for your convenience. (That's why I have a 3 Hour Call Back Guarantee 7 days a week!)
9. Be credible. If you can't establish that trust right away, customers may start to look at your competitors. (You must have professional expertise)
10. Appearance counts. Perception is reality, and the reality is that people do judge a book by its cover. (I will never forget this story that happened a few years ago in the Silicon Valley