The Secret to Getting More Repeat Customers
It’s guest post day here at Duct Tape Marketing and today’s guest post is from Rachel Daley– Enjoy!
So you’ve made a sale. “YES! I sold my product! Ultimate goal met!”
Mmm… not quite.
One of the most critical post-sale mistakes is to assume that your job is done once you make the sale. What if I told you that you can turn that one sale into repeat sales to grow your business?
Turns out, what you do after the sale is just as important as what you do before. The ultimate success of your business depends on a strong, personable relationship with your customer base to build trust. Customer trust leads to customer loyalty, which leads to customer recommendations, which means more customers!
So how can you get the most out the sale you just made?
But you already knew that.
So I’ll give you another little insider secret… your customers are your friends. Okay, maybe not exactly, but this is what I mean:
Friendships take work before, during, and after you become friends.
Customer relationships take work before, during, and after a sale.
You want those repeat customers who bring in other customers. They are the life line of your business! To build that kind of security, you have to build post-sale relationships with your customers even after their payment has been approved.
How to “stay friends”, Even After the Sale
Just think about how you treat your friends…
You keep in touch
Keep an email list of your customers so you can send newsletters with your business’s latest news and promotions to keep them in the loop. You can make things personal even by sending a mass email! Mailchimp has a great free plan, or check out Tiny Letter.
Answer all questions and respond to comments quickly! Staying on top of your social media, emails, and site comments is one of the easiest ways to continue the relationship post-sale. TIP: If you’re getting a lot of comments and questions maybe find some help to manage your social media.
You show gratitude
Remember those two magic phrases Mama taught us? Please and THANK YOU. Make sure to send a “thank you” when you receive notification of a sale. It may just a quick typed message, but it adds that personal touch even through the computer screen.
Offer a discount code to returning customers to make them not only want to come back, but also feel the love. EX: offer 10% off their next order.
- Make things viral by getting them to share the deal with friends through a tweet. example: Yay, I just bought this item on www.shop.com and got 10% off my next order from @shopname
You go out of your way for them
Go even further and send a longer note with the product when you ship it. Bonus points if you handwrite it! Make sure to personalize each note with the customer’s name so they know you took the time.
You know them on a deeper level
Who knows what your customers want better than your customers themselves? Get to know them by asking for their input. TIP: Create an interactive quiz or ask fun yet helpful questions on your Instagram. Customers will be more likely to respond! The key is to not make customers feel obligated to answer questions because they are not paying for obligation.
You respect them as human beings
Mama also said treat others the way you want to be treated. Keep that in mind and there’s your answer to how to engage with your customers before, during, and after a sale.
Similar techniques are used for pre-sales marketing of course, so these shouldn’t seem foreign to you. Just don’t assume marketing ends once the sale had been made. To create success with longevity for your business you have to create relationships with longevity. So after your next sale, follow these tips and you will gain a boost in sales and return customers that will bring their friends in no time.
Rachel is the resident content wizard over at MadeFreshly. Helpful and inspirational advice for eCommerce is her specialty there, but when she’s not busy writing you will probably find her at a track meet or adventuring around California with her Canon T2i. Follow her on Twitter.