We all know that acquire a customer or client isn’t the effortless thing to do in the business world. But what if you have a dilemma keeping the customers you do obtain? There are many ways to keep your customers and clients happy, which some people simply neglect to do. Some service providers or product sellers will see the client or customer as a one time purchase or they will see them as faithful from the beginning even through nothing has gone past the point of sale.
I’m going to be blunt with you, your customers will leave you if they want, and they don’t need a reason to do so other than your competitor is selling the same thing at a cheaper price. So how can you keep them around even if you have a higher priced item or service? Well you can nurture your relationship with each client so that they know you’re the real deal and they will come back to you time and time again even through they know you sell the same thing for a few dollars more
In this discussion, if you haven’t already figured it out, I’m going to be going over 5 ways you can increase your followers loyalty. These are pretty simple things to do that don’t take much time to implement, so read this and get started adding them into your routine
1. Having detailed answers
If someone asks you a question, a client or not, you need to write up a clear and concise answer to their question. This will show that you’re going out of your way to type up something that is detailed and they will love every word you type up for them. You’ll also show yourself as knowledgeable in your specific field and this will place you as an authority in the mind of the customer. If you’re answering a question on your Facebook page or another form of social media that is viewable to the public, having detailed answers will help you out even more because you never know how many people will read it.
You can also flip this, you can go on Q&A websites to find people who are asking open questions who are eagerly waiting for a response from an expert. Give a detailed answer and they will likely see you as an authority who is taking time out of your busy schedule to help them out with their problem
2. Acknowledge Your Followers
A lot of times, after you get the ball rolling, you’ll notice that some of your followers will comment on your articles or posts and they will give their own 2 cents on the topic or they will have a counter argument for what you’re talking about. Sometimes the follower will just comment on how much they loved the article you wrote, which is awesome No matter the response, you need to acknowledge their post. You can write up a quick “Thank you for the kind words” response, or you can type up a detailed response if the person has a counter argument.
You’ll always need to be professional when doing this no matter how the other person is acting. If they’re swearing at you, calling you names or just being a horrible person, you need to stay calm and keep your composure. As soon as you lose your temper, you’re branding your business in a negative light. It doesn’t matter what JoeBob1988 says on an open forum, people will remember your name over his and it will be in a bad way. So just stay positive and try to understand where the person is coming from when they’re arguing with you lol
3. Sharing Your Followers Content
When you’re running a business you will always have followers who are interested in it. If they’re following you, they have common interests and will usually post something similar to what you are or they will at least be in the same niche.
Now if you notice some of these posts and share them on your own website or social media profiles, you’re gaining at least 1 devoted client because they see you as helping people out and not just someone who is interested in your next sale
4. Having Conversations
When you’re running a business, you can’t be scared to talk to your customers or potential customers. You need to go out of your way to talk with them in order to get the conversation going. You need to talk to them like you’ve known them for a while, because no one wants to see a templated response to every question lol.
Some of your clients and followers will start the conversation with you but most will not. This is where you go out of your way to start up a conversation and see how it goes. If it goes well and they respond back to you, you are building a relationship with that person and it may turn into a life long client
You will also notice that after doing this a couple dozen times that you’re getting more referral clients. This is because you’ve built trust with the first client and they are now referring clients to you at no charge
5. Dealing With Complaints
Even if you’re the best company in the world, you’re going to have angry clients. These clients will usually post on your social media profiles because they know you have to put out that fire quickly due to it being publicly viewable. It’s a shady tactic, but it’s becoming more of a common action because people want to report you for bad work but they don’t want to go on something like Yelp because they know you won’t help them out after a bad review lol.
If you messed something up and admit to it on a public post, you will also have to show that you’re willing to resolve it. You can openly say what you’re going to do in order to fix the situation and if the client still complains about how they want all the bells and whistles added on, it just makes them look greedy and you’re winning
I’ve actually had open battles with disgruntled buyers, and in the end, my followers were doing the fighting for me because they saw how loyal I was trying to be and how I was trying to help, but the buyer didn’t want to do anything but complain. If you do everything right, your following will help you out when they see you’re being wronged.
Even the best companies sometimes have to deal with customer complaints on social media. When they come in, do your best to resolve them quickly, directly and in the friendliest way you can. Fixing a problem is a good way to restore someone’s vulnerable loyalty, and will look good to other followers as well.
Running a social media campaign isn’t the easiest thing to do right in the beginning. It takes time to build your following and nurture each relationship. You need to help everyone out when you can and also start conversations and share your followers content when possible. After a few months of dedicated work, you can usually just post once or twice a week and have normal conversations with anyone that has commented. You’ll always have to be on top of the disgruntled buyers because their comments can get out of hand extremely fast