Much focus is on leads, conversation etc to get new customers.
But what happens after they buy.
How much time do you spend on customer retention?
Speaking to one small business owner this week he didn’t know.
After a review, he was surprised to see they spent about 80% on marketing strategies and tactics to get new customers.
He also realised they were not getting the repeat business from past customers and growth had slowed.
It is like not maintaining your boat and all of a sudden realising it is springing leaks.
You will stay afloat a while, but in the end if more holes appear the boat could sink.
Here are a couple of things we can learn from holes in boats.
Size And Number Of Holes
Depending on the size and number, it will determine what you do to plug them and the time it takes.
If you find that the majority of your customers are not giving you profitable repeat business then this can mean taking different actions to one or two leaving.
You need to keep track so you can fix any problems before they leave forever.
If you are just focused on enjoying the time on the water and not doing any maintenance, it will catch up with you.
If you focus most of your time or money getting new customers the effect of losing current customers may not show up in the short term.
Maintaining a strong focus on strengthening relationships with current customers will help keep them buying your products or services.
Part of using simplicity in your business is to make sure you have a customer care program in place as a priority.
And ensure you get repeat sales.
Over to you, do you spend much time to keep your current customers?
See how I can help your business use simplicity to increase customer retention