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Small Business Entrepreneurship

50 powerful ideas you can use to keep your customers by Paul R Timm PH.D.

By Paul R Timm PH.D.

Considering that publishing the 1st variation of this vintage that has offered over 250,000 copies, the demanding situations of maintaining customers-or developing buyer loyalty-has turn into much more pressing. finally, each winning firm needs to allure, serve, and win the loyalty of consumers via supplying priceless items and supplying first-class carrier. Turned-off consumers produce devastating ripple results that fast drag businesses right into a morass of mediocrity, whereas companies that creatively observe a continuing move of small, customer-centered suggestions see constant and chronic strengthening in their buyer base. This publication gets all managers and staff pondering the little issues which can make the entire distinction. If every person in a company improves information of the straightforward but robust rules during this quantity, the corporate can and may see dramatic advancements in carrier and buyer loyalty. The effect at the base line might be dramatic.

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Solidify your customers by ensuring that they will have no problems with the products they buy. Take a moment to explain how things work and what to look out for in using them. Create clear expectations about what the product can deliver. If your product is a service, show customers how to maintain the results or continue getting benefits from it. If they will receive something in the mail, tell them when. If a follow-up action is necessary, explain how it will be arranged.

Eye contact creates a bond between you and the customer. It conveys your interest in communicating further. Unlike the spoken greeting, you don't have to interrupt what you are doing with another customer. Just a pause and a quick look captures a new customer into an obligation to deal with you further, greatly reducing the chance she'll feel ignored and leave. When working with customers, be sensitive to how you look at them. Communication expert Bert Decker says that the three "I's" of eye communication are intimacy, intimidation and involvement.

Do this in a nonthreatening way using sincere, open-ended questions. 13. Anticipate Customer Needs Helen, a middle-aged woman, was hired to work in a local department store during the Christmas season. During a particularly hectic day, a young pregnant mother with two toddlers holding onto her approached Helen's cash register. Spotting the woman, Helen excused herself from the other customers for a moment and took a chair from behind the counter to the young woman. " Page 47 The shopper was astounded and appreciative!

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