Seven after-sales tips to retain customers
Anyone who thinks that getting the consumer's attention for the first time is the hardest part of the sale is wrong. Customer loyalty is essential for your business to grow and investing in after-sales is the safest step to ensure consumer returns, in addition to transforming them into an advocate for your company and promoter of your service.
Anyone who thinks that getting the consumer's attention for the first time is the hardest part of the sale is wrong. Customer loyalty is essential for your business to grow and investing in after-sales is the safest step to ensure consumer returns, in addition to transforming them into an advocate for your company and promoter of your service.
Today, we are going to show you some actions that can boost after-sales and bring more results for you and your customers.
1- Knowing your customer is essential to know what he expects from your company, the products offered by it and the service. An effective way to organize this data is through CRM software - customer relationship management - responsible for automating customer contact and creating a relationship history. Through CRM you build a customer history: their data, information regarding purchases, communication, financial situation, among others.
2- Make the customer leave satisfied with the whole shopping experience, for that, offer an exceptional after-sales service. Thanking you for the purchase is the first step, but asking if the service was satisfactory, updating the customer about the time to change the refill, explaining how the product is installed and offering other information is essential for them to trust your service. Demonstrating that your company cares and values the customer and not just sales is a fundamental part of customer loyalty.
3- Offer advantages on future purchases. If your company offers some benefit in future purchases, the customer feels welcome and will think twice before looking for the competition. Offering future discounts, bonuses or some really interesting giveaway makes all the difference.
4- Be helpful and offer efficient and fast maintenance and support services. Taking a long time to respond to a consumer's urgency after purchasing a product is the most accurate step so that the customer never does business with you again and still goes around spreading the incompetence of your service to the four winds.
5- Provide content that offers relevant information to your audience. You can invest in newsletters and also in social networks, blogs or email marketing. Offer qualified information that complements the shopping experience, answers questions, informs about store actions or promotions, shows how to correctly install or use a product, among others.
6- Know what your strengths are and where you need to improve, for that, invest in satisfaction surveys. Ask the customer to contribute with criticism and suggestions, analyze the data with honesty and self-criticism and improve the service as a whole.
7- Know how to recognize the value of timing and the right approach, that is, talk to your client at the right time and in an appropriate way. Use common sense and don't bombard the consumer with information or questions. Focus on the quality of service and not the quantity of products sold to strengthen the relationship between your company and your customers. Don't be afraid to offer good service and remember that satisfied customers are your biggest promoters. Therefore, do not skimp when offering additional services that inform and value your audience, both pre- and post-sales.
