Generally successful long-term relationships require respect, attentive listening, showing some concern and care toward your partner. All these concepts can be summarised in one word “Appreciation”. It is generic rule that appreciation is the main factor that makes relationships survive not only on the personal life level toward your lover and your friends but on the business level too toward your customers.
Unfortunately many people fall into the trap of “once I provide the service to my customer, my job toward the customer is done” and end up losing the customer and his business brand reputation.
You should keep in mind that your customers sometimes could be extremely picky, nag and fuss over simple details and they are unforgivable if they feel unappreciated and didn’t get the ultimate satisfaction they expect when they opted you over others to be their service provider, they may eliminate and erase all the good things you have done in a glimpse and leave you and seek another competitor.
So the question here is what really makes a gap between you and your customers sometimes and make them want to leave? Mostly the reason is like many other people do, they get distracted by making their main focus and goal is to chase and attract new customers through different channels and forgetting about their existing customers and give them a cold shoulder.
Smart people keep balance between what is called “Retention and Acquisition”. Acquiring new customers should never be at the expense of your existing ones. If you really want to support customer retention, you should always keep in touch with your customers, find instant solutions to their issues, indulge them with full care and even dedicate a month every year for customerappreciation and thank them. And because “Trust isn’t given, it is earned “when they feel appreciated they will eventually trust you and become loyal to your brand.
Do you also know that you can actually acquire new customers through your existing ones? Many people are not aware that your existing customers could be a marketing channel too, they could be Referrals. Word of mouth really have a great impact on others that you shouldn’t underestimate, when a customer recommend you to others is because they had a good experience with you, Plus unlike any other channel, the privilege of getting a customer through a referral is the new customer come to you at least 90% secured that he will get what he needs based on what he heard.
At the end you should know that your relationship with your customers is typically practical they pay you money to get their needs so you should be exceptionally observant for every simple detail as there is no affections and forgiveness here when you mess. So it is your choice now do you want to retain your customers and build sustainable relationship with them or get drawn in the maze of acquiring new ones and end up losing?.